“…The better the service quality provided by the bank the more loyal the customer to the bank will be. This is in line with studies of Cronin dan Taylor (1992), Zeithaml and Bitner (1996), Bloemer, et.al (1998), Lassar et al(2000), Natalisa (2000), Holm (2000), Bei dan Chian (2001), Astuti (2001), Kadir (2001), Fullerton dan Taylor (2002), Caruana (2002), Said (2004) that concluded that service quality has significant direct and indirect effects on customer loyalty mediated by customer satisfaction.…”