HUBUNGAN SERVICE RECOVERY DENGAN LOYALITAS NASABAH PADA BANK BENGKULU UNIT PANORAMA

Abstract

Service recovery is a significant determinant of customer satisfaction and loyalty. The effort to
maintain a relational relationship with dissatisfied customers through effective service recovery
has become the main focus of customer retention strategies. The purpose of this study is to find
out the relationship between service recovery and customer loyalty at the Bengkulu Unit
Panorama Bank. The samples in this study were 80 customers who received services from the
Bank Bengkulu Panorama Unit and the sampling technique was accidental sampling technique.
The data collection method used quesionary and the analyst method used was Spearman rank
correlation and data truth testing with t test