Taufik Nur Hidayat, 2013 : Analisis Pengaruh Nilai Pelanggan Terhadap Loyalitas Nasabah Pada Bank Rakyat Indonesia Cabang Bangkalan, Skripsi Program Studi Manajemen, Fakultas Ekonomi, Universitas Trunojoyo Madura Bangkalan. Pembimbing : Pribanus Wantara, Fathor AS. Penelitian ini berjudul “Analisis Pengaruh Nilai Pelanggan Terhadap Loyalitas Nasabah Pada Bank Rakyat Indonesia Cabang Bangkalan”. Tujuan penelitian ini adalah untuk mengetahui secara bersama-sama pengaruh nilai pelanggan yang meliputi Proses, Orang, Produk, Dukungan terhadap loyalitas nasabah di Bank Rakyat Indonesia Cabang Bangkalan dan untuk mengetahui secara parsial pengaruh nilai pelanggan yang meliputi Proses, Orang, Produk, Dukungan terhadap loyalitas nasabah Bank Rakyat Indonesia Cabang Bangkalan. Teknik pengambilan sampel menggunakan metode Purposive Sampling. Dengan populasi sasaran adalah nasabah tabungan PT. Bank Rakyat Indonesia Cabang Bangkalan yang berdomisili/warga bangkalan dan berumur diatas 17 tahun. Sampel yang diambil sebanyak 100 orang dengan cara penarikan jumlah sampel berdasarkan rumus untuk jumlah populasi yang tidak di ketahui. Data dikumpulkan menggunakan kuesioner. Variabel yang diukur menggunakan skala likert. Pengolahan data menggunakan perangkat lunak SPSS dan pengujian hipotesis dengan analisis regresi linier berganda. Hasil pengujian secara parsial menunjukkan bahwa variabel nilai proses, nilai orang, nilai produk, nilai dukungan berpengaruh secara positif dan signifikan terhadap loyalitas nasabah. Pengujian secara determinan (R2) variabel independen yaitu nilai proses, nilai orang, nilai produk dan nilai dukungan mampu menjelaskan terhadap variabel terikatnya yaitu loyalitas nasabah sebesar 62,7% dan sisanya dijelaskan oleh faktor-faktor lain yang tidak diteliti dalam penelitian ini. Kata Kunci : Customer Value (Nilai Pelanggan), Nilai Proses, Nilai Orang, Nilai Produk, Nilai Dukungan, Loyalitas Nasabah.

Taufik Nur Hidayat 2013, the Anallisys of the influence of customers value toward the loyality of customers in indonesian citizenry Bank (BRI) Bangkalan Branch. A thesis of Management Study Program, Fakulty of Business and Economy University of Trunojoyo Madura. Advisors: Pribanus Wantara, Fathor AS. This study entitled "Analysis of Customer Value Of Customer Loyalty In Bangkalan Branch Bank Rakyat Indonesia". The purpose of this study was to determine jointly the effect of customer value, including Process, People, Products, Support on customer loyalty in Bank Rakyat Indonesia Branch Bangkalan and to determine the influence of customer value partially covering Process, People, Products, Support for loyalty customers of Bank Rakyat Indonesia Branch Bangkalan. Sampling technique using purposive sampling method. With the target population is saving clients PT. Bank Rakyat Indonesia Branch Bangkalan domiciled / resident Bangkalan and aged over 17 years. Samples taken as many as 100 people in a way the withdrawal amount is based on the formula for the sample population who are not in the know. Data were collected using questionnaires. Variables measured using a Likert scale. Processing data using SPSS software and hypothesis testing with multiple linear regression analysis. Partial test results indicate that the value of the process variable, the value of people, the product, the value of support for a positive and significant effect on customer loyalty. Testing the determinant (R2) is the value of the independent variable, the value, the value of the product and the support is able to explain the dependent variable is customer loyalty and the remaining 62.7% is explained by other factors not examined in this study. Keywords: Customer Value (Customer Value), Process Value, Value People, Product Value, Value Support, Customer Loyalty.

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