PPENGARUH KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA NASABAH BANK BPR RASUNA MAGETAN

Widyawati, Warih Pratikalia (2025) PPENGARUH KUALITAS PELAYANAN DAN CITRA MEREK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN PADA NASABAH BANK BPR RASUNA MAGETAN. S1 thesis, Universitas PGRI Madiun.

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Abstract

ABSTRACT Widiyawati, WP. 2025. The Influence of Service Quality and Brand Image on Customer Loyalty Through Customer Satisfaction among Customers of BPR Rasuna Bank Magetan. Faculty of Economics and Business, Management Study Program, Universitas PGRI Madiun The development of the banking sector in Indonesia continues to increase along with the growing complexity of public needs for financial services. This study, titled The Influence of Service Quality and Brand Image on Customer Loyalty Through Customer Satisfaction among Customers of BPR Rasuna Bank Magetan, uses primary data collected through questionnaires distributed to respondents. The sample size in this study consisted of 398 respondents. Data analysis was conducted using SPSS Version 21. The results show that service quality has a significant effect on customer satisfaction. Brand image has a significant effect on customer satisfaction. Service quality does not have a significant effect on customer loyalty. Brand image has a significant effect on customer loyalty. Customer satisfaction has a significant effect on customer loyalty. Service quality has a significant effect on customer loyalty through customer satisfaction. However, service quality does not have a significant effect on customer loyalty through customer satisfaction. Keywords: Service Quality, Brand Image, Customer Loyalty, Customer Satisfaction

Item Type:	Thesis/Skripsi/Tugas Akhir (S1)
Kata Kunci:	Kualitas Pelayanan, Citra Merek, Loyalitas Pelanggan, Kepuasan Pelanggan
Subjects:	A Social Sciences > HB Economic Theory A Social Sciences > HC Economic History and Conditions
Divisions:	Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User:	WIDYAWATI PRATIKALIA WARIH
Date Deposited:	09 Apr 2026 08:37
Last Modified:	09 Apr 2026 08:37
URI:	http://eprint.unipma.ac.id/id/eprint/7328

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