Sofani, Rafael Kelvlin (2024) Pengaruh Kualitas Pelayanan dan Citra Merek Terhadap Kepuasan Pelanggan Pada Nasabah Bank BCA di Sidoarjo. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The purpose of this study was to determine how customer satisfaction among BCA bank customers in Sidoarjo is influenced by service quality and brand image. Customers who are at least 17 years old, have a BCA bank account, and have been customers there for more than one year are the target audience for this study. Purposive sampling was used to select the sample, which consisted of 84 respondents. using the partial least squares (PLS) approach along with structural equality modeling (SEM) for analysis. The findings of the study indicate that customer satisfaction among BCA bank customers in Sidoarjo is positively and significantly influenced by service quality and brand image. These findings indicate that BCA bank customers are more satisfied when brand image and service quality are greater.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HC Economics | ||||||||
| Divisions: | Faculty of Economic > Departement of Management | ||||||||
| Depositing User: | Rafael Kelvlin Sofani | ||||||||
| Date Deposited: | 11 Dec 2024 07:28 | ||||||||
| Last Modified: | 11 Dec 2024 07:28 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/32749 |
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