Quality of Service and Company Image the Influence on Customer Satisfaction (Case Study at Bank bjb Cabang Utama Bandung) Syarif Hidayat, Ratih Hurriyati, Heny Hendrayani
Universitas Pendidikan Indonesia
Abstract
The purpose of this study was to determine the effect of service quality and Company image on customer satisfaction. This research was conducted at Bank bjb Main Branch Bandung. The independent variables studied were service quality and company image, while the dependent variable was customer satisfaction.
The method used is descriptive analysis verification with data analysis technique is multiple regression analysis technique. The number of samples used is 144 respondents, which were taken based on the iteration technique.
Based on the results of the study, it is known that service quality has a significant positive effect both partially and simultaneously with a contribution of 0.324 to customer satisfaction. Company image has a significant positive effect both partially and simultaneously with a contribution of 0.217 to customer satisfaction.
The results of this study are expected to provide input to Bank bjb Main Branch Bandung that improving service quality and corporate image will increase customer satisfaction, through policy development related to improving service quality and image of Bank bjb Main Branch Bandung, capability and skill development programs for leaders and employees , the development of an employee recruitment system with a concern for the requirements in attitude with aspects of measuring soft aspects and hard aspects, developing product innovation and marketing strategies that involve customers, the existence of a special department to provide services to customers
Keywords: service quality, company image and customer satisfaction
