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Siti Komariah Hildayanti
Program Magister Universitas IGM
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences Other

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PENGARUH BRAND IMAGE, PRODUK, PELAYANAN DAN PROMOSI TERHADAP KEPUASAN NASABAH PT. BANK NEGARA INDONESIA (PERSERO) Tbk KCP BAYUNG LENCIR Adi Marzuki; Luis Marnisah; Siti Komariah Hildayanti
Integritas Jurnal Manajemen Profesional (IJMPRO) Vol 2 No 1 (2021): Integritas Jurnal Manajemen Profesional (IJMPro) - Januari 2021
Publisher : Program Magister Manajemen Indo Global Mandiri University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35908/ijmpro.v2i1.81

Abstract

Currently, more and more banking companies are competing for control of the existing market share by creating customer satisfaction. Customer satisfaction is the main thing for banks to gain the trust of customers to continue using their services. In this study, there are five variables used, namely Brand Image (X1), Product (X2), Service (X3), Promotion (X4) and Customer Satisfaction (Y). The type of research used in this research is descriptive verification method with a quantitative approach. Data collection is obtained through distributing questionnaires to customers of PT. Bank Negara Indonesia (Persero) Tbk KCP Bayung Lencir which is still active. The sample used in this study amounted to 261 respondents. The sampling technique used was purposive sampling with data analysis techniques through descriptive analysis and multiple linear regression. The result of this research is that brand image partially affects customer satisfaction at PT. BNI (Persero) Tbk KCP Bayung Lencir, the product has no effect on customer satisfaction PT. BNI (Persero) Tbk KCP Bayung Lencir, service affects customer satisfaction PT. BNI (Persero) Tbk KCP Bayung Lencir and Promotion has no effect on customer satisfaction at PT. BNI (Persero) Tbk KCP Bayung Lencir. Meanwhile, brand image, products, services and promotions together have an effect on customer satisfaction at PT. BNI (Persero) Tbk KCP Bayung Lencir. The percentage of influence of brand image, products, services and promotions on customer satisfaction is 49.1%, while the rest is influenced by variables or other factors outside of this study.
ANALISIS PELAYANAN CUSTOMER SERVICE TERHADAP KEPUASAN NASABAH PT BANK NEGARA INDONESIA (PERSERO) TBK KANTOR CABANG PRABUMULIH Mgs. M. Firdaus; Tien Yustini; Siti Komariah Hildayanti
Integritas Jurnal Manajemen Profesional (IJMPRO) Vol 2 No 2 (2021): Integritas Jurnal Manajemen Profesional (IJMPro) - Juli 2021
Publisher : Program Magister Manajemen Indo Global Mandiri University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35908/ijmpro.v2i2.90

Abstract

This study aims to obtain the results of the analysis of customer service on customer satisfaction at PT. Bank Negara Indonesia (Persero) Tbk Prabumulih Branch Offices partially and simultaneously. The research method uses quantitative and qualitative approaches, field data collection uses questionnaire and interview techniques. The population in this study amounted to 124 customers who transacted with customer service at BNI Prabumulih Branch Offices in August and September 2020 and the sample taken was 124 respondents. Testing data using the t test, the results showed that form / physical influence on customer satisfaction with t count 2.609> t table 1.980, reliability has no effect on customer satisfaction with t count 1.369 <t table 1.980, responses affect customer satisfaction with t count 2.298 > t table 1.980, assurance affects customer satisfaction with t count 9.907> t table 1.980, empathy has no effect on customer satisfaction with t count 0.443 <t table 1.980. The results of the F test show that form / physicality, reliability, response, assurance and empathy simultaneously influence customer satisfaction with F count 102.308> F table 2.292. The results showed that the service variable that had the most significant effect on customer satisfaction was the guarantee variable. Strategies to increase customer satisfaction can be done by maintaining indicators of polite attitudes towards customers, explaining products to customers, explaining customer data security and the ability to convince customers.
Co-Authors Adi Marzuki Luis Marnisah Mgs. M. Firdaus Tien Yustini