Pengaruh Kualitas Layanan Digital, Kepercayaan Nasabah dan Inovasi Produk terhadap Loyalitas Nasabah Bank BNI Cabang KCU Batam

This study aims to analyze the influence of digital service quality, customer trust, and product innovation on customer loyalty at Bank BNI KCU Batam Branch. A quantitative approach was used by a survey method of 99 respondents selected through a simple random sampling technique from a population of 11,947 customers. The research instrument was in the form of a Likert scale questionnaire, with data analysis using descriptive statistics and multiple linear regression. The results showed that the