Abstract

This study aims to determine the effect of quality  services toward the loyalty customer of bank tabungan negara in surabaya bukit darmo branch through customer satisfaction variables. In conditions of intense competition,the bank tabungan negara (btn) surabaya bukit darmo branch must strive to anticipate the changes that occur in the banking services business environment, for this reason, the surabaya bukit darmo branch should improve its service quality to make customers more loyal and attractive to prospective customers. The sampling method that will be used in this study is purposive sampling method with a sample size of 90 respondents. Analysis techniques using partial least square (pls). Based on the results of the study, it was found that: 1. Service quality towards customer loyalty at bank btn surabaya bukit darmo branch was significantly positive, acceptable. 2. Service quality towards customer satisfaction at bank btn surabaya bukit darmo branch is significantly positive, acceptable. 3. Customer satisfaction with the customer loyalty of bank btn surabaya bukit darmo surabaya branch has a positive, acceptable result. 4. Service quality towards the customer loyalty of bank btn surabaya bukit darmo branch through customer satisfaction, positive significant, acceptable and customer satisfaction variables act as moderate variables

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