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PENGARUH KUALITAS PELAYAN TERHADAP LOYALITAS NASABAH PADA PT BANK NEGARA INDONESIA (PERSERO) Tbk CABANG UPI BANDUNG

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Purposes and objectives from this research is to know seryice exercise done by PT Bank BM @enero), Tbk Cabang UpI Bandung and how the influence to client loyality. Research method applied in writing of this thesis is descriptive method and data collecting technique thar is method with aim to collect dar4 da6 analysis, then takes conclusion. Data collecting is obtained by the way of distribution of questionaire, interview, observation, and documentation study. While secondary data is obtained by the way of bibliography research. Based on research, wri&r can know how service given by the side of pT. Bank BM to the clients and how the inlluence to loyality. Because with service that is with quality obtained by the clients or cutomer. client thrn the side of Bank will make the client loyal firlly. Client is leg asset which is mandatory is managed because client is advance determinant the resignment of an oiganizatioi oi business. Without business olient may not be, tlre jargon .. No Cusbmer, No Business". Based on result of research of correlation coefficient rank spea.rmaq hence obtained by correlation coefficient 0,303 showing level of low influence positive between quality of sewices to client loyality. Here in after with result of calculation test analysis sipifikar! hence tnowable level of value ttabel is 1,676 and tcounted is 2)48. ffie rhing indicares ttrat tcounted > uabel that is 2)4g > 1,676. Tbere by testing sipifikaq hence Ho is refirse4 mean there are influence sipifikan between quality of services to client loyality. calculation of coefficient of determination shows existence of contribution between quality of services to client loyality equal to 30,3% while the rest 69,7 % influenced by other factors is outside by this research.