PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH

Ismail Razak, SE., MS., Elza Finnora

Abstract


The aim of this study was to analize the influence of services quality and corporate image on the satisfaction of customers. Primary data was obtained from customers of Standard Chartered Bank through admission filling of questionnaire by using scale of Likert. In this study, accident sampling method was used and data analysis method was simple linear regression and multiple linear regression. The results of this study indicated that services quality and corporate image positively and significant influenced the satisfaction of customers. The conclution of this study is that services quality was dominant than corporate image in influencing the satisfaction of customers.

Keywords


Kualitas layanan; citra perusahaan; kepuasan nasabah; SCBC

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References


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DOI: http://dx.doi.org/10.35137/jmbk.v5i2.113

Copyright (c) 2017 Ismail Razak, SE., MS., Elza Finnora



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