Abeliya, Maya Cindi (2025) Pengaruh Kualitas Layanan, Kepercayaan Nasabah, dan Citra Perusahaan terhadap Kepuasan Nasabah Pada Bank BRI. Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
The banking world is the main financial sector that is currently the main need. Banks must determine the right strategy to maintain a good reputation. Consumer trust can be obtained by companies by improving service quality and providing a positive corporate image. Fulfilled customer needs encourage increased levels of satisfaction for a customer. This study aims to examine the effect of service quality, trust, and corporate image on customer satisfaction. The questionnaire was distributed via google form. The sample used was 352 respondents. The results of this study indicate that service quality has a positive influence on customer trust, corporate image, and customer satisfaction. Corporate image also has a positive influence on customer trust and satisfaction. Finally, trust has a positive effect on customer satisfaction. This finding encourages BRI Bank to focus on maintaining service quality, corporate image, and customer trust in connection with this can affect the level of consumer satisfaction. Keywords: Banking, service quality, trust, image, satisfaction.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT |
| Divisions: | Bachelor of Management |
| Depositing User: | MAYA CINDI ABELIYA |
| Date Deposited: | 11 Mar 2025 21:19 |
| Last Modified: | 11 Mar 2025 21:19 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/13314 |
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