PENGARUH KUALITAS LAYANAN DAN PENANGANAN KELUHANTERHADAP LOYALITAS NASABAH (STUDI PADA NASABAH PT. BANK RAKYAT INDONESIA (PERSERO) TBK. CABANGNGANJUK)

Abstract

Demands and needs of the community banking productsservices is increasing, with increasing knowledge or progress. Bank isa financial institution whose business activities are collecting fundsfrom the public and distribute the funds back into the community andprovide other banking services. According Kasmir (2008:188) The roleof banks in promoting the economy of a country is very large, almost allthe sectors related to financial activities always require the services ofbanks, both currently and in the future, individuals will not escape fromthe world of banking.Keywords: Service Quality, Complaint Handling, Customer Loyal.