PENGARUH KUALITAS PELAYANAN, KEPUASAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS NASABAH BANK BCA CABANG PADANG

Abstract

This study aims to determine the effect of service quality, satisfaction and corporate
image on customer loyalty BCA bank branch Padang. This study using purposive sampling
technique sample withdrawal.The sample used one hundred respondents. The type of data used
are primary data. Data analysis method used is multiple linear regression. Results of the study
found that quality of service, satisfaction and corporate image have a significant effect on
customer loyalty BCA bank branch Padang. Suggestions of researchers to companies that party
companies further improve the quality of service, satisfaction and the image of his company to
the BCA bank customers to support customer loyalty.
Keywords: Service Quality, Satisfaction, Corporate Image, Customer Loyalty.