ARTIKA, MARIA HANIK DWI (2016) PENGARUH KUALITAS LAYANAN DAN CITRA BANK TERHADAP KEPUASAN NASABAH BANK BRI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
The purpose of the research is to examine the influence service quality and bank image on customers satisfaction in Surabaya. Here are two independent variables and dependent variable, two independent variables are service quality and bank image while one dependent variabe is customers satisfaction. The study was conducted in the city of Surabaya by taking a sample of 66 respondents using purposive sampling method or judgement sampling method. Collecting data using a questionnaire instrument with 5-point Likert scale. Hypothesis testing is performed by multiple linear regression. The result of the research indicated that variable service quality doesn't effect the customers satisfaction, bank image influence significantly to customers satisfaction BRI Bank in Surabaya, while service quality and bank image simultaneusly influence significantly to customers satisfaction BRI bank in Surabaya. Keywords : service quality, bank image, and customers satisfaction.
| Item Type: | Thesis (Undergraduate) |
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| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 28 Aug 2017 08:34 |
| Last Modified: | 28 Aug 2017 08:34 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/2202 |
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