HUBUNGAN ANTARA KUALITAS PELAYANAN DAN CITRA PERUSAHAAN DENGAN KEPUASAN NASABAH PT. BANK CENTRAL ASIA TBK. CABANG RAWAMANGUN PADA WARGA RW 07, KELURAHAN PISANGAN TIMUR, KECAMATAN PULOGADUNG, JAKARTA TIMUR

Yanti, Deby Safitri (2016) HUBUNGAN ANTARA KUALITAS PELAYANAN DAN CITRA PERUSAHAAN DENGAN KEPUASAN NASABAH PT. BANK CENTRAL ASIA TBK. CABANG RAWAMANGUN PADA WARGA RW 07, KELURAHAN PISANGAN TIMUR, KECAMATAN PULOGADUNG, JAKARTA TIMUR. S1 thesis, Universitas Negeri Jakarta.

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Abstract

Deby Safitri Yanti. The correlation between Quality Service and Corporate Image with Customer Satisfaction PT. Bank Central Asia Branch Rawamangun on residents of RW 07 Pisangan Timur, Pulogadung, East Jakarta : Study Program of Commerce Education. Faculty of Economics. State University of Jakarta. 2016. This study aims to gain the proper knowledge to obtain empirical data and facts are accurate, legitimate, valid, and can be trusted and relied on the relationship between Quality Service with purchase decision, Corporate Image with Customer Satisfaction purchase decision, Quality Service and Corporate Image with Customer Satisfaction PT. Bank Central Asia Branch Rawamangun on residents of RW 07 Pisangan Timur, Pulogadung, East Jakarta. This study used survey method with the correlational approach. This type of research is using descriptive research. The Place of research conducted at the RW 07 Pisangan Timur, Pulogadung, East Jakarta. The population in this residents of RW 07 Pisangan Timur, Pulogadung, East Jakarta who has satisfied a PT. Bank Central Asia Branch Rawamangun as many as 138 people. While the sample in this study is residents of RW 07 Pisangan Timur, Pulogadung, East Jakarta who satisfied a PT. Bank Central Asia Branch Rawamangun as many as 95 people. The sampling technique was used purposive sampling. The collection of data by distributing questionnaires. While the technique of analysis of this study using SPSS version 22. The hypothesis of this study indicate that: (1) There is a positive relationship between Quality Service with Customer Satisfaction, the hypothesis is proved by the value of r = 0.612 and tcount (6.613) > ttable (1.99 ). (2) There is a positive relationship between Corporate Image with Customer Satisfaction, the hypothesis is proved by the value of r = 0.344 and tcount (2094) > ttable (1.99). (3) There is a positive relationship between Quality Service and Corporate Image with Customer Satisfaction, the hypothesis is proven by multiple correlation values and the values obtained for Fhitung > Ftabel or 30.988 > 3.10. Multiple regression equation obtained was Ŷ = 0.632 + 0.601 (X1) + 0.212 (X2). The correlation between the product design and Corporate Image with Customer Satisfaction obtained from the result of determination (R2) as big as 0.403 . So the ability of the variable Quality Service and Corporate Image to describe the simultaneous buying decisions by 40.3% while the rest influenced by other factors outside of Quality Service and Corporate Image.

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