CD Tesis

Pengaruh Banking Service Quality Terhadap Brand Image Dan Customer Satisfaction Dalam Menciptakan Loyalitas Nasabah Bank Central Asia Kantor Cabang Utama Pekanbaru

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The research aims to analyze the effects of each dimension of banking service quality to the brand image, customer satisfaction and the customer loyalty. Data collectors using questionnaires, from 220 customers of Bank BCA Main Branch Office Pekanbaru. user / customer advertising company / organization, determined by purposive sampling method. The main tool in the analysis of data using Linear Structural Relationships (lisrel) 8.80, with the use of data polychoric asymptotic correlation and covariance matrices.
The fact the research shows, the overall model is a good and well supported by the measurement model. Model relationship banking service quality to the brand image is closer to the medium, but together brand image are in the category of a good model for customer satisfaction. Of the six dimensions of banking service quality used in this study, only the brand image as the most important variable dimensions, both for brand image and customer satisfaction, resulting in greater total effect. Although the brand image is not significant positive effects, both on customer satisfaction and loyalty, but through the mediating role of customer satisfaction produce a total effect greater and significant.
Improvements in the provision of more varied services transactions with a wide range of services offerings, and growing trust and suitability brand image with customers, to further strengthen the role of brand loyalty through its dimensions, both the customer and the brand image satiscfaction.

Keyword : banking service quality, brand image, customer satisfaction, and customer loyalty, of bank BCA

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 216 (0024)

Penerbit

Pekanbaru : Universitas Riau – Pasca Sarjana – Magister Manajemen., 2016

Deskripsi Fisik

xv, 137 hlm.: ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 216 (0024)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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