ANALISIS PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN CITRA PERUSAHAAN TERHADAP KEPUASAN NASABAH TABUNGAN SIMPEDES PADA PT BANK RAKYAT INDONESIA PERSERO (TBK) CABANG MANNA

Abstract

This study aims to anlyze the effect of service quality, product quality, and company image on customer. The variables tested in this study consisted of serice quality, product quality, and corporate image as independent variables and customer satisfaction as the dependent variable. The population in this study consisted of savings customer of Simpedes on Bank Rakyat Indonesia Manna Branch. Determination of research samples using purposive samples using purposive sampling merhod and obtain the results of as many as 100 respondents based on certain criteria. The results of the study show that service quality, product quality and corporate image have a positive and significant effect on customer satisfaaction. Recomendation, namely 1) Bank Rakyat Indonesia are excepted to improve then quality and performance of service provided to customer so that costomer are more satisfied and feel safe with the performance provided. 2) Bank Rakyat Indonesia are excepted to further improve the quality and performance of product offered so that rhey can continue to compete with other banks. 3) Bank Rakkyat Indonesia are excepted to improve the qualiy of the company’s image so that customer always want to establish a partnership with Bank Rakyat Indonesia