Category - Umbas KRISNANTO

Perbanas Postgraduate School, Jakarta, Indonesia

Forthcoming Umbas KRISNANTO Riska NOVIANTI

How Regional Bank Image on Customer Loyalty in Province City, Evidence at Bank BJB Jakarta Branch

This research to find the effect of Service Quality, Corporate Image, and Customer Satisfaction as intervening variables to Customer loyalty The data used in this study is primary data obtained from a structured questionnaires to 98 Bank BJB Saharjo Jakarta Branch customers. Quantitative research using AMOS programs. The results of the study that service quality had a positive and corporate image had no positive effect on customer loyalty. Service quality and corporate image have a positive effect on customer satisfaction. Customer satisfaction has a positive effect on customer loyalty. Service quality and corporate image through customer satisfaction do not affect customer loyalty. Bank management recommend another kind of bank services and facilities.

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