The Influence of Service Quality, Products and Costs on Customer Satisfaction in Savings

The purpose of this study is to determine the effect of
Service Quality, Product and Cost on Customer Loyalty at PT.
Bank Multiarta Sentosa. The population in this study are customers
of PT. Bank Multiarta Sentosa totaling 184 customers. The
technique of determining the number of samples used in this study
is Slovin formula and totaling 65 respondents. The research
method used is the technique of collecting data through library
research conducted systematically based on research objectives.
The analytical method used to solve problems and prove
hypotheses with descriptive analysis, regression analysis. This
analysis includes validity and reliability, classic assumption test,
multiple regression analysis, hypothesis testing through t and F
test, and test the coefficient of determination (R2). The t test results
Service Quality variable had a positive and significant on
Customer Loyalty at PT. Bank Multiarta Sentosa. Product variable
had a positive and significant on Customer Loyalty at PT. Bank
Multiarta Sentosa. Cost variable variable had a positive and
significant on Customer Loyalty at PT. Bank Multiarta Sentosa.
The F test results show that the independent variables Service
Quality, Product and Cost adjusted for the variable Customer
Loyalty. Test results of the coefficient of determination (R2)
indicate that Sales Volume variable are supported by Service
Quality, Product and Cost variables.