The Effect Of Service Quality And Company Image On Customer Satisfaction PT. Amar Bank Indonesia Jakarta Head Office

Eka yusti Diana, Abdul Haris Pamungkas, Sokhibi Sokhibi

Abstract


This study aims to determine the effect of service quality and corporate image on customer satisfaction at PT. Amar Bank Indonesia Head Office Jakarta. The method used is explanatory research with analysis techniques using statistical analysis with regression testing, the coefficient of determination and hypothesis testing. The results of this study, service quality has a significant effect on customer satisfaction by 38.6%, the hypothesis test obtained t count> t table or (7,757> 1,985). Company image has a significant effect on customer satisfaction by 41.7%, hypothesis testing obtained t count> t table or (8.335> 1.985). Service quality and corporate image simultaneously have a significant effect on customer satisfaction with the regression equation Y = 9.612 + 0.326X1 + 0.442X2 and the contribution of the effect is 51.7%, hypothesis testing obtained F count> F table or (51.364> 2,700).

 Keywords: Service Quality, Company Image, Customer Satisfaction.


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