Ariani, Gaby Adhi (2025) Pengaruh Kualitas Pelayanan, Citra Perusahaan, Kepercayaan Nasabah, Reputasi Merek Terhadap Kepuasan Nasabah Dan Loyalitas Nasabah Bank Central Asia Tbk Di Surabaya. Masters thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
This study aims to analyze the effect of service quality, corporate image, customer trust, brand reputation on customer satisfaction and customer loyalty. The research sample consisted of a minimum of 200 respondents selected representatively, based on the number of indicators used, multiplied by five. The sampling technique used was convenience sampling. Data collection was carried out through a survey using an online questionnaire distributed via google form. Analysis of the research instrument includes validity and reliability tests, while data analysis uses descriptive statistics and Structural Equation Modeling (SEM) based on Partial Least Square (PLS) with the help of WarpPLS software. The results of the study indicate that corporate image and brand reputation affect customer satisfaction, but service quality and customer trust do not affect customer satisfaction. In addition, service quality, corporate image, customer trust, brand reputation on customer loyalty.
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT |
| Divisions: | Magister of Management |
| Depositing User: | GABY ADHI ARIANI |
| Date Deposited: | 25 Mar 2025 01:48 |
| Last Modified: | 25 Mar 2025 01:48 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/13436 |
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