PENGARUH EMPLOYEE EMPATHY DAN RESPONSIVENESS TERHADAP SATISFACTION DAN LOYALTY PADA NASABAH BANK BCA DI KOTA SAMARINDA --

The purpose of this study is to analyze and prove the effect of Employee Empathy on Satisfaction of Bank BCA customers in Samarinda, the effect of Responsiveness on Satisfaction of Bank BCA customers in Samarinda, the effect of Employee Empathy on Loyalty of Bank BCA customers in Samarinda, the effect of Responsiveness on Loyalty to Bank BCA customers in Samarinda, and the effect of Satisfaction on Loyalty to Bank BCA customers in Samarinda. And this study uses a survey method with a sample of 200 scattered in the city of Samarinda with the Accidental Sampling Method sampling technique. Respondents were only interviewed once when they met (cross section). Data from respondents (Primary Data) were then tabulated and tested using statistical methods. Data were collected using research tools (questionnaires) which have been tested for validity and reliability. From the test results, all research question instruments were declared valid (coefficient value > 0.30) and declared reliable (alpha value > 0.60).
The results of the study after statistical testing with the SEM-AMOS version 5.0 tool showed the following results Employee Empathy had a significant effect on Satisfaction for Bank BCA customers in Samarinda, Responsiveness had no significant effect on Satisfaction for Bank BCA customers in Samarinda, Employee Empathy had a significant effect on Loyalty to Bank BCA customers in the city of Samarinda, Responsiveness has a significant effect on Loyalty to Bank BCA customers in the city of East Samarinda, and Satisfaction has a significant effect on Loyalty to Bank BCA customers in the city of Samarinda.
Keyword: Employee Empathy, Responsiveness, Satisfaction, Loyalty.