Pengaruh Citra Perusahaan Dan Kualitas Pelayanan Terhadap Nilai Pelanggan Serta Implikasinya Terhadap Kepuasan Dan Loyalitas Pelanggan: Suatu Penelitian Pada Bank Mandiri TBK
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Institusion
STIE Indonesia Banking School
Author
Habonaran, Kevin Mangaradja
Subject
HD28 Management. Industrial Management
Datestamp
2020-09-25 03:31:02
Abstract :
As the competition among banks stringently increases in term of quality of product and service. Bank Mandiri as the largest bank in Indonesia also continues to evaluate itself to further improve its image and quality therefore, the purpose of this study is to analyze and determine whether there is of this study is to analyze and determine whether there is a direct relationship between corporate image, service quality and perceived value to the customer satisfaction and loyalty bank This study classified into descriptive research designed to aid decision making and determine the extent to which a number of marketing variables are interrelated. This research is designed to be done only once in a certain period of time (cross-sectional design) by taking a sample of 170 respondents who are customers who are residing in Jakarta. This study used a nonprobability sampling method with easily accessible. The data collection is conducted by asking respondents to answer a questionnaire or survey. The result of the questionnaire survey data is then processed by the researcher with the statistical method of analysis using Structural Equation Modeling (SEM) with AMOS 21 software. The result of this study indicate that there is a positive relationship between service quality to perceived value, perceived value to customer satisfaction, and customer satisfaction to loyalty. Whilethe relationshipbetweencorporate imageonperceived value, customersatisfaction, andloyaltyis notsupportedbythe data. Finally,the relationshipbetween service quality andcustomer satisfaction and loyaltyis notsupportedbythe data. Keywords: Corporate Image, Service Quality, Perceived Value, Customer Satisfaction, Loyalty
As the competition among banks stringently increases in term of quality of product and service. Bank Mandiri as the largest bank in Indonesia also continues to evaluate itself to further improve its image and quality therefore, the purpose of this study is to analyze and determine whether there is of this study is to analyze and determine whether there is a direct relationship between corporate image, service quality and perceived value to the customer satisfaction and loyalty bank This study classified into descriptive research designed to aid decision making and determine the extent to which a number of marketing variables are interrelated. This research is designed to be done only once in a certain period of time (cross-sectional design) by taking a sample of 170 respondents who are customers who are residing in Jakarta. This study used a nonprobability sampling method with easily accessible. The data collection is conducted by asking respondents to answer a questionnaire or survey. The result of the questionnaire survey data is then processed by the researcher with the statistical method of analysis using Structural Equation Modeling (SEM) with AMOS 21 software. The result of this study indicate that there is a positive relationship between service quality to perceived value, perceived value to customer satisfaction, and customer satisfaction to loyalty. Whilethe relationshipbetweencorporate imageonperceived value, customersatisfaction, andloyaltyis notsupportedbythe data. Finally,the relationshipbetween service quality andcustomer satisfaction and loyaltyis notsupportedbythe data. Keywords: Corporate Image, Service Quality, Perceived Value, Customer Satisfaction, Loyalty
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