https://mail.insyma.org/proceedings/files/original/articles/1_Kadek.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Proceedings of the International Symposium on Management (INSYMA) (Vol 21, 2024) Proceedings meta_title Factors Determining the Level of Service Quality on Satisfaction and Loyalty BRI Bank Customers in Indonesia Author #1 Kadek Adelia Nadya Kusuma Author #2 Indarini Author #3 Dudi Anandya Abstract/Description This research was conducted to determine the influence of the level of service quality dimensions consisting of reliability, responsiveness, visibility, employee commitment, access to service on customer loyalty and customer satisfaction at BRI Bank in Indonesia. The results of this research can be a reference for companies in improving and maintaining service quality at BRI Bank to satisfy customers and make these customers loyal to use BRI Bank services. This research method uses Structural Equation Modeling (SEM) SPSS 25 and AMOS 24 which aims to analyze the data. This research distributed questionnaires on the Google Form site to 250 respondents and only 244 respondents in Indonesia were used for this research. The results of this research show that visibility, employee commitment, access to service have a positive effect on customer satisfaction; customer satisfaction has a positive effect on customer loyalty; reliability and responsiveness have no effect on customer satisfaction. keywords a;b;c;d Customer loyalty, Customer satisfaction, Reliability, Responsiveness, Visibility, Employee Commitment, Access to service publication_date 2025/06/20 2024/06/15 pdf_url https://insyma.org/proceedings/files/original/articles/1_Kadek.pdf abstract_html_url https://insyma.org/proceedings/items/show/ https://insyma.org/proceedings/items/show/167 firstpage 1 lastpage 5 issn 3047-857X 3047-857X conference Proceedings of the International Symposium on Management (INSYMA) Proceedings of the International Symposium on Management (INSYMA) publisher_name Fakultas Bisnis dan Ekonomika, Universitas Surabaya Fakultas Bisnis dan Ekonomika, Universitas Surabaya no article 167 Volume 21 URL https://insyma.org/proceedings/files/original/articles/1_Kadek.pdf Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Factors Determining the Level of Service Quality on Satisfaction and Loyalty BRI Bank Customers in Indonesia Creator An entity primarily responsible for making the resource Kadek Adelia Nadya Kusuma, Indarini, Dudi Anandya