摘要：T h is study aims is to determine the effect of the dimension of service to the satisfaction of the impact on customer loyalty PT BPR Ukabima Nindya Raharja Wonosari. Gunungkidul. T h is study is a survey research. The data used is primary data by sampling sample in this study was 100 customers. Sampling techniques in this study using a random sampling method used analytical tool Test Instrument Research, Testing linearity, path analysis and regression with t test, F test and R 2 test. T test results showed that Tangible has not a significant effect on customer satisfaction. Reliability has not a significant effect on customer satisfaction. Responsiveness has a significant effect on customer satisfaction. Guarantee has a significant effect on customer satisfaction. Attention has a significant effect on customer satisfaction. Tangible has a significant effect on loyalty. Reliability has a significant effect on loyalty. Responsiveness has a significant effect on loyalty. Guarantee has a significant effect on loyalty. Attention has a significant effect on loyalty. Customer satisfaction has a significant effect on loyalty. R 2 total value of 91.9% This means that customer loyalty was explained by Tangible, reliability, responsiveness, assurance, attention and customer satisfaction as an intervening variable of 91.9% and the remaining 8.1% described other variables outside the model study. Test results simultaneously (F Test) can be concluded that Tangible, reliability, responsiveness, assurance, attention, customer satisfaction have a significant effect on loyalty. Guarantee direct path was the path most effectively increase loyalty, because it has the greatest impact, positive and significant.
其他摘要：T h is study aims is to determine the effect of the dimension of service to the satisfaction of the impact on customer loyalty PT BPR Ukabima Nindya Raharja Wonosari. Gunungkidul. T h is study is a survey research. The data used is primary data by sampling sample in this study was 100 customers. Sampling techniques in this study using a random sampling method used analytical tool Test Instrument Research, Testing linearity, path analysis and regression with t test, F test and R 2 test. T test results showed that Tangible has not a significant effect on customer satisfaction. Reliability has not a significant effect on customer satisfaction. Responsiveness has a significant effect on customer satisfaction. Guarantee has a significant effect on customer satisfaction. Attention has a significant effect on customer satisfaction. Tangible has a significant effect on loyalty. Reliability has a significant effect on loyalty. Responsiveness has a significant effect on loyalty. Guarantee has a significant effect on loyalty. Attention has a significant effect on loyalty. Customer satisfaction has a significant effect on loyalty. R 2 total value of 91.9% This means that customer loyalty was explained by Tangible, reliability, responsiveness, assurance, attention and customer satisfaction as an intervening variable of 91.9% and the remaining 8.1% described other variables outside the model study. Test results simultaneously (F Test) can be concluded that Tangible, reliability, responsiveness, assurance, attention, customer satisfaction have a significant effect on loyalty. Guarantee direct path was the path most effectively increase loyalty, because it has the greatest impact, positive and significant. Keywords: dimensions of service, satisfaction, and customer loyalty.
