Niel Dhesta, Cavalera and Euis, Soliha PENGARUH KUALITAS LAYANAN, CITRA BANK DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH TABUNGAN SIMPEDA BANK JATENG CABANG UTAMA SEMARANG. SENDIU.
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Abstract
This study aims to examine and analyze the influence of service quality, bank image and trust in customer satisfaction Simpeda Central Java Bank savings Semarang Main Branch. This research was conducted at the Central Java Bank Semarang Main Branch with a total sample of 100 respondents. Data collection was done through a questionnaire with measurements using the Likert Scale five alternative answers. Non probability sampling sampling technique with purposive sampling data collection method. Purposive sampling criteria, namely respondents with a minimum age of 17 years, at least have become customers of Bank Jateng for one year and at least have done transactions three times. The data analysis technique used is linear regression analysis, while to test the hypothesis using the t test. Service quality has a positive and significant effect on customer satisfaction, the image of the bank has a positive and significant effect on customer satisfaction, trust has a positive and significant effect on customer satisfaction.
| Item Type: | Article |
|---|---|
| Subjects: | H Social Sciences > HB Economic Theory |
| Faculty / Institution: | Fakultas Ekonomika dan Bisnis > Program Studi Manajemen |
| Depositing User: | Jati Sasongko Wibowo |
| Date Deposited: | 16 Oct 2019 19:49 |
| Last Modified: | 16 Oct 2019 19:49 |
| URI: | http://eprints.unisbank.ac.id/id/eprint/5407 |
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