Economics and Business
ISSN 2775-9237 (Online)
Published: 25 December 2022
Service Quality, Customer Trust, and Company Image on Customer Satisfaction of Indonesian Government Banks
Rafiqoh, Besse Asniwati, Nur Rahmatullah
Politeknik Negeri Nunukan (Indonesia), Universitas Islam Negeri Sultan Aji Muhammad Idris Samarinda (Indonesia)
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Keywords: Service Quality, Customer Trust, Corporate Image, Customer Satisfaction
Today, the growth of monetary objects is accelerating. It is really beneficial to understand the characteristics contained inside. The purpose of this study was to find out the effect of Service quality, Customer Trust, and Corporate Image on Customer Satisfaction at Bank Rakyat Indonesia in Samarinda. The study used quantitative approach. Data were obtained through questionnaires and were quantitatively analyzed to test the research hypotheses. The number of research samples was 120 respondents. The approach used in this study is structural equation modeling. Analytical tool used were validity, reliability, autocorrelation test, multiple linear regression analysis, T, F, determination test (R2). The research findings indicated that in order to ensure excellent customer experience, banks must invest in customer education in addition to service enhancements. Additionally, customer commitment will increase as customer education increases, and banks must support growth by communicating the benefits of saving to the public in order to impact consumer interest.
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