KUALITAS JASA, CITRA PERUSAHAAN DAN KEPUASAN NASABAH PT. BANK BJB KANTOR CABANG UTAMA BANDUNG
Abstract
Competition within the Indonesia financial service market is strong as there have been new entrants into the market over the last ten years. In order to retain customers, customer satisfaction is a crux issue for bank management. The purpose of this study is to explore the impact of services quality and corporate image on customer satisfaction of the PT Bank BJB Cabang Utama Bandung. Path analysis are applied to estimate the relationship between the variables. The data are collected from 100 respondents taken from PT Bank BJB Cabang Utama Bandung using close-ended questionnaire. The results show that service quality and corporate are positively and significantly influence on customer satisfaction directly. Besides, corporate image was found to have positive and significant mediating on the relationship between service quality and customer satisfaction.References
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