Pengaruh Pelayanan Prima terhadap Loyalitas Nasabah pada PT. Bank Mandiri (Persero), Tbk. KC Bengkalis

The purpose of this study was to analyze the effect of excellent service on customer loyalty at Bank Mandiri KC Bengkalis. Research using quantitative data types. This type of research is associative research where excellent service is the independent variable and customer loyalty is the dependent variable. The population in this study were all Bank Mandiri KC Bengkalis customers with a sample of 100 customers. Sampling was done using non-probability sampling techniques. The data collection technique was carried out by questionnaire. The data analysis technique used is correlation analysis technique and simple linear regression analysis technique using SPSS 20 application. From the results of respondents' responses to the excellent service variable, there are twelve statements with an average value of 4.16 which are classified in the high category. The results of respondents' responses to the customer loyalty variable were six statements with an average value of 4.1 classified in the high category. From the results of the research that has been done, it can be concluded that excellent service has a positive and significant effect on customer loyalty. Excellent service has a proportion of influence on customer loyalty of 48.2% and the remaining 51.8% is influenced by other variables not included in this study.