Abstract

Loyalty is a behavioral response to the use of services that can be revealed

continuously by decision makers by paying attention to one or more types of banks
that is function of psychological processes. It should be emphasized that it is
different from repurchase behavior, customer loyalty includes feelings aspects,
affective aspects does not involve inside of it. Customer loyalty will be the key to
success, not just in the short term, but on sustained competitive advantage.
Customer satisfaction can be review from the quality of service and facilities at the
bank. This research uses analysis lane with SPSS program. The population used
is 100 people, while the sample used is 50 people using purposive sample method.
The research result shows that Hypothesis one in this research is accepted
because independent variable (X1) that is Quality of Service has t value count that
equal to 2,771 bigger than t table 2.01174, the second hypothesis in this research
accepted because independent variable (X1) that is Quality Service have t value
count of 5.391 that is bigger than t table 2.01174. The third hypothesis in this
research is accepted because the independent variable (X2) that is Facility has t
value count 4,168 bigger than t table 2.01174, Fourth hypothesis in this research is
accepted because independent variable (X2) that is Facility has t value count equal
to 6,245 bigger than t table 1669, fifth hypothesis in this research accepted
because intervening variable (Z) that is Customer Satisfaction have t value count
equal to 4,473 bigger than t table 2,01174.

Keywords: Service Quality, Facilities, Loyalty and Satisfaction