(Similarity + Document) How Can Quality of Service and Brand Image Increase Customer Satisfaction and Loyalty?

Nursaid, Nursaid (2022) (Similarity + Document) How Can Quality of Service and Brand Image Increase Customer Satisfaction and Loyalty? International Journal of Economics and Management Studies, Internasional.

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Abstract

Rural Banks (BPR) currently have a role in
supporting the implementation of national development and
are expected to increase equity, economic growth, and
national stability to create community welfare. The role of
BPR is very important because it can support the role of
commercial banks in increasing economic activity in the
region. This study aims to determine service quality and
brand image on customer satisfaction and loyalty at BPR
Nusamba Genteng, Banyuwangi. The population in this study
were customers of PT. BPR Nusamba Genteng, Banyuwangi,
totaling 1,587 customers as of June 2021. The number of
samples was taken at 10% of the total population so that a
total sample of 159 customers was obtained using the
judgment sampling technique. Hypothesis testing is done by
testing the Warp PLS 6.0 program. SEM-PLS. The results
showed that service quality and brand image affected
customer satisfaction and loyalty. Meanwhile, customer
satisfaction also affects customer loyalty at BPR Nusamba
Genteng Banyuwangi.

Keywords – Price, Promotion, Service quality, Satisfaction,
Loyalty.

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Item Type:	Peer Review
Subjects:	400 Language > 406 Organization & Management
Divisions:	Graduate School > Magister Management (S2)
Depositing User:	Nursaid Nursaid | nursaid@unmuhjember.ac.id
Date Deposited:	14 Nov 2023 03:41
Last Modified:	14 Nov 2023 03:41
URI:	http://repository.unmuhjember.ac.id/id/eprint/20469

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