PENGARUH CITRA, KUALITAS PELAYANAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK MANDIRI DI KOTA PADANG

Abstract

Bank Mandiri is one of the largest banks in Indonesia, Self-Champaign number of bank customers increased annually, but not accompanied by an increase in the percentage of annual growth. The main objective of this research was to the effect of coorporate image, service quality, and satisfaction on customer loyalty independent banks in the Padang. The method used is descriptive analysis and multiple regression analysis. The test results showed that image, service quality, and satisfaction has a positive and significant impact on loyalty.
Keyword : Brand Image, service quality, satisfaction, consumer’s loyalty