Abstract
This research is intended to provide various alternatives that can be considered for decision makers in
banking services companies; to respond to the development of competition that occurs today. The
research method is descriptive survey method and explanatory survey method. The hypothesis will be
tested by Path Analysis, which is basically a correlation test. Furthermore, as the main observation unit in
this study is the Savings Customer of Bank Jabar in the West Java Region, totaling 661,618 customers, the
sampling was carried out using the Stratified Random Sampling technique which taken randomly from 27
Branch Offices. The data used in this study are primary data and secondary data. The results of the study
show that the overall effect, both direct and indirect, from the external environment of the individual
customer and the service delivery system on the customer value of savings services is quite significant,
while the influence of the service delivery system variable on customer value is greater when compared
to the influence of the individual external environment. The overall effect, both direct and indirect, from
the external environment of the individual customer and the service delivery system on the amount of
customer savings is quite significant, while the effect of the service delivery system variable on the amount
of savings is lower when compared to the influence of the individual external environment. From the results
of statistical tests there is a significant effect of customer value on the amount of customer savings.