Record Detail

"This research aims to determine the influence of Service Quality, Corporate Image
toward Customer Satisfaction at BNI. This type of research is descriptive
quantitatively and use survey methods by distributing questionnaires and
literature study as a data collection tool. Based on the technique of non propability
sampling with the approach of purposive sampling. The population of this
research is customers who had saving account in BNI. The Total of sample in this
research counted 150 respondents and the analysis of the research was conducted
using SPSS 22 software. The results of the t test shows the service quality has a
significant influence towards customer satisfaction the value of significance X1
to
Y (0.000), and corporate image has a significant influence towards customer
satisfaction the value of significance X
2
to Y (0.000) both are not greater than
0.05. The results of F test simultaneously indicates service quality and corporate
image influencing significantly to customer satisfaction (0.000). And the result of
determination analysis in this research shows the variation of the service quality
variable could explained the customer satisfaction variable for 54,5%, then
corporate image variable could explained customer satisfaction for 60.3% and
both variables service quality and corporate image could explained customer
satisfaction simultaneously for 67,1%. While 32,9% are influenced or explained
by other variables that are not included in this research model, for example
Customer Loyalty and Customer Behavior."