Jurnal Bisnis Darmajaya
Vol 2, No 2 (2016): Jurnal Bisnis Darmajaya

PENGARUH KUALITAS PELAYANAN, PENANGANAN KOMPLAIN, CITRA DAN KEPUASAN TERHADAP BANK BRI UNIT KEBUN BUNGA PALEMBANG

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

Article Info

Publish Date
10 Aug 2017

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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Journal Info
Jurnal Bisnis Darmajaya
Website

Abbrev

JurnalBisnis

Publisher

Institut Informatika dan Bisnis Darmajaya

Subject

Decision Sciences, Operations Research & Management

Description

Jurnal Bisnis Darmajaya adalah jurnal yang bertujuan untuk menjadi platform peer-review dan sumber informasi dalam bidang ekonomi. Kami mempublikasikan makalah hasil penelitian, studi kasus, dan meta analisis yang berfokus pada ilmu manajemen, akuntansi, maupun kewirausahaan serta topik yang ...