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Marina Malian
1Sekolah Tinggi Ilmu Administrasi (STIA) Satya Negara Palembang Jl. Sukatani 3, 8 Ilir, Ilir Tim. II, Kota Palembang, Sumatera Selatan
Decision Sciences, Operations Research & Management

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PENGARUH KUALITAS PELAYANAN, PENANGANAN KOMPLAIN, CITRA DAN KEPUASAN TERHADAP BANK BRI UNIT KEBUN BUNGA PALEMBANG Marina Malian
Jurnal Bisnis Darmajaya Vol 2, No 2 (2016): Jurnal Bisnis Darmajaya
Publisher : Institut Informatika Dan Bisnis (IIB) Darmajaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (322.037 KB) | DOI: 10.30873/jbd.v2i2.707

Abstract

This study aims to determine the effect of service quality, image and satisfaction on customer loyalty. Samples in this study are customers of Bank BRI Palembang Kebun Bunga with a sample size of 80 respondents. The samples in this study using simple random sampling technique. From the data obtained, the analysis of data using multiple regression analysis. The results showed that service quality effect on customer loyalty, and the handling of complaints effect on customer loyalty. Another result of this study indicate that the image and satisfaction jointly effect on customer loyalty.Keywords: Loyalty, Quality of Service, Complaint Handling, Citra, Satisfaction
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