Arya Maman Putra, 14.42.02.0041 CITRA MERK BERPENGARUH TERHADAP KUALITAS LAYANAN, KEPUASAN NASABAH DAN DAMPAKNYA PADA LOYALITAS NASABAH (Studi pada BCA Syariah Cabang Semarang). Pasca Sarjana.
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Abstract
The purposeof this study wasto examine the effectof brand image tothe qualityof serviceandcustomersatisfactiontoincrease customer loyalty. The use ofthese variablesbased on the resultsof previous studies, namely: Sondakh, (2014), Jakparetal, (2012), YangandPeterson(2004) andMatsumotoandCao(2012) This research was conducted at Bank BCA Syariah Branch Semarang, respondents who used as many as 100 customers, using SEM analysis with AMOS software. The results showed significant effect on the brand image of quality service and customer satisfaction and a positive significant effect on customer loyalty. The image of the brand has a positive and significant impact on the quality of service and customer satisfaction in improving customer loyalty The influenceofthe brand imageof the qualityof serviceissignificant: the influence ofthe image ofthe serviceto customer satisfactionissignificant: the influenceofthe image ofthe brandloyaltyof customersissignificant: the influence ofservice qualityon customer loyaltyare significant: andthe effect ofcustomer satisfactionon customer loyaltyare significant Keywords: Brand image, service quality, cusatomer satisfaction and customer loyalty.
| Item Type: | Article |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Faculty / Institution: | UNSPECIFIED |
| Depositing User: | Fakultas Ekonomi |
| Date Deposited: | 03 May 2016 04:26 |
| Last Modified: | 03 May 2016 04:26 |
| URI: | https://eprints.unisbank.ac.id/id/eprint/3194 |
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