Analysis of Service Quality and Queue System on Banking Customer Loyalty in Medan City in the Era of the Digital Revolution

Abstract

The purpose of this study was to determine and analyze the effect of service quality and queuing systems on banking customer loyalty in the city of Medan. The sample selection in this study used non-probability sampling because it did not provide equal opportunities for each member of the population to be sampled. The sampling method in this study was purposive sampling of 150 respondents. The data analysis performed was multiple linear regression analysis. The results of data analysis show that service quality and queuing systems have a positive and significant effect on customer loyalty. Keywords: service quality, queuing system, customer loyalty