Pengaruh Kualitas Pelayanan, Kepuasan Nasabah Dan Citra Perusahaan Terhadap Loyalitas Nasabah Pt. Bank Central Asia TBK Kantor Cabang Pondok Gede Plaza

Abstract

<p><em>This study aims to invest</em><em>i</em><em>gate whether there is an influence of service quality on customer loyalty, determine whether there is an influence of customer satisfaction on customer loyalty, find out if there is partial effect between corporate image on customer loyalty and determine whether there are influence service quality, customer satisfaction and corporate image of the customer loyalty. </em><em>S</em><em>tudy sample in this research </em><em>is 60 a sample and the technical sampling</em><em> using</em><em> </em><em>incidental sampling. Analysis of data using multiple linear regression.</em><em></em></p><em>The analysis showed that the effect of service quality on customer loyalty and has a significant relationship, customer satisfaction variables found to influence positive but not significant and the Corporate's image variables showed no effect on customer loyalty. Variable quality of service, customer satisfaction, and corporate image have influence and have a significant level of good relationship on customer loyalty.</em>

The Effect of Transparency on Brand Loyalty

“…Banks often do many things to attract the attention of the public so they are willing to become their customers and with good service will provide satisfaction which can further make them to be loyal customers. This statement is in accordance with the research of Putri and Iwan which explains that quality gives encouragement to customers to establish close relationships with the company so that it allows the company to understand carefully about the expectations and needs, which ultimately, customer satisfaction can create loyalty to company [1]. The benefits that can certainly be felt by the bank are customer's loyalty which of course will not be easily move to other banks and also later it will be easier for banks to get new funds from the party recommended.…”

“…In addition, banks also get benefits in the form of cost pressures on loyal customers. This was explained that by considering the cost reduction effect, it was reported that while maintaining customer loyalty would incur less costs than obtaining a new customer and the cost to retain customers decreased throughout the life cycle phase of the relationship [1]. Various efforts will be made by the bank because it is considered retaining loyal customers.…”

Marketing Sharia, Customer Satisfaction, Religiosity, Financing, and Customer Loyalty

“…When Islamic cooperatives can create positive perceptions in terms of products and services, customers will also be committed and rely on Islamic cooperatives. Cooperate image had a positive effect on customer loyalty, as supported by research [11], [16] and [17].…”

Service Quality And Corporate Image To The Customer Loyalty Of BPRS Baktimakmur Indah Sepanjang Sidoarjo

“…This means that it is significant, and the p-value of 0.000 < 0.05 means that it is also significant. This shows that if the corporate image is high, customer loyalty will increase (Susanto & Subagja, 2019). The high corporate image can be seen in each measured indicator based on the characteristics, reputation, and impression aspects, as well as the relationship between BPRS Baktimakmur Indah Sepanjang employees with customers.…”