EFFECT AND ITS IMAGE QUALITY OF CUSTOMER LOYALTY CUSTOMER SATISFACTION WITH SAVINGS AS A MODERATING VARIABLE ( BANK CENTRAL ASIA PADANG BRANCH )

Abstract

Researchers are very interested in the differences of opinion among experts about the
influence of corporate image and service quality on customer loyalty with customer
satisfaction in the form of customer loyalty , and examine the effect of the interaction of
corporate image and service quality on customer loyalty and satisfaction of satisfaction as a
moderating variable . The sampling technique used was purposive sampling , where the
distribution of the questionnaire distributed to 100 customers savers at Bank Central Asia
Branch Padang . The method used in this research is the analysis of multilevel linear
regression berganda.dan .
Results showed that the image of the company significant positive effect on customer
loyalty savings Bank Central Asia branch field . While service quality and customer
satisfaction are not significant positive effect on customer loyalty savings Bank Central Asia
branch field . Then the image of the company as well as the quality of service that customer
satisfaction is not moderated by a significant positive effect on customer loyalty savings Bank
Central Asia branch of the field
Keywords : corporate image , quality of service , Customer Satisfaction and Customer
Loyalt