IMPROVING BANKING IMAGE THROUGH SERVICE QUALITY AT BNI KC SIMPANG RIMBO JAMBI CITY
DOI:
https://doi.org/10.31933/dijemss.v3i1.1008Keywords:
Service Quality, and Bank ImageAbstract
The purpose of this study was to analyze the effect of service quality on banking image at BNI KC Simpang Rimbo Jambi City. The population in this study were customers of BNI KC Simpang Rimbo Jambi City, totaling 9,359 customers until 2020. The size or number of samples in this study was determined based on the theory developed by Slovin with a margin of error of 10% so that a sample size of 100 customers was obtained. The approach in this study uses a quantitative approach with survey methods and uses simple linear regression equation data analysis assisted by SPSS 21.0 software for windows. However, before the analysis is carried out, the data quality test is first carried out through validity and reliability tests and classical assumption tests. Then test the hypothesis through t test (partial). From the results of the analysis concluded that the quality of service has a positive and significant effect on the image of the bank.
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Ali, H. (2012). Membangun Citra Perbankan Melalui IT & CRM Untuk Meningkatkan Loyalitas Nasabah. Yogyakarta: Hasta Cipta Mandiri.
Ali, H., dan Limakrisna, N. 2013. Metodologi Penelitian (Petunjuk Praktis untuk Pemecahan Masalah Bisnis, Penyusunan Skripsi, Tesis, dan Disertasi). Deeppublish: Yogyakarta.
Balmer, J. (1995). Corporate Branding and Connoisseurship. Journal of General Management, 21(1), 24-46.
Balmer, J., & Stotvig, S. (1997). Corporate identity and private banking: a review and case study. International Journal of Bank Marketing, 15(5), 169-184.
Cornelissen, J. (2000). Corporate image: an audience centred model. Corporate Communications: An International Journal, 5(2), 119-125.
Gronroos, C. (2001). The Perceived Service Quality Concept – a mistake?. Journal of Managing Service Quality, Volume 11, No. 3, pp. 150-152, MCB University Press, London.
Jabnoun, N and Khalifa, A. (2005). A Customized Measure Of Service Quality In The UAE. Managing Service Quality, 15, 4.
Kasmir. (2007). Dasar-dasar Perbankan. Jakarta: Rajawali Pers.
Kotler, P. (2012). Manajemen Pemasaran. Jakarta: PT Indeks.
Kotler, P. dan Keller, K.L. (2012). Manajemen Pemasaran. Jilid 1 dan 2. Jakarta: PT Indeks.
Nurjanah, R dan Mulazid, A.S. (2018). Pengaruh Kualitas Pelayanan dan Corporate Social Responsibility terhadap Citra Perusahaan. Jurnal Muqtasid, 9(1).
Parasuraman, A., Valarie A. Zeithaml, and Leonard L. Berry. (1990). Delivering Quality Service : Balancing Customer Perceptions and Expectations. New York : THE TREE PRESS.
Schiffman, L.G., & Kanuk, L.L. (2010). Consumer Behaviour (10th ed). New Jersey, Pearson Prentice Hall.
Simamora, E.S. (2007). Analisis Faktor-Faktor Yang membangun Kepuasan Nasabah Untuk Meningkatkan Loyalitas Pelanggan. (Studi Empiris Nasabah PT. Bank Tabungan Negara Cabang Semarang). Tesis Universitas Diponegoro Semarang.
Sicillia, M. (2019). Pengaruh Produk, Kualitas Pelayanan Terhadap Citra Perusahaan Yang Berdampak Terhadap Kepuasan Nasabah Pada Pt Bank Ocbc Nisp, Tbk Cabang Green Garden. Jurnal Pemasaran Kompetitif, Vol. 2, No. 2.
Supranto. J. (2011). Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.
Suryaatmaja, A.N., Suprapti, N.W.S., dan Yasa, N.N.K. (2016). Pengaruh Kualitas Pelayanan Dan Citra terhadap Kepuasan dan Word Of Mouth nasabah. E-Jurnal Ekonomi dan Bisnis Universitas Udayana 5(7).
Worcester, R. M. (1997). Managing the image of your bank: the glue that binds. International Journal of Bank Marketing, 15(5), 146-152.
Yandi, A. (2019). Meningkatkan Kepuasan Nasabah Melalui Kualitas Pelayanan yang di Mediasi oleh Kepercayaan (Survey Pada BRI Kcp Unit Kuamang Kuning Kabupaten Bungo). J-MAS (Jurnal Manajemen Dan Sains). https://doi.org/10.33087/jmas.v4i1.83
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Published
2021-10-15
How to Cite
Gupron, G., & Reza Putra, M. (2021). IMPROVING BANKING IMAGE THROUGH SERVICE QUALITY AT BNI KC SIMPANG RIMBO JAMBI CITY. Dinasti International Journal of Education Management And Social Science, 3(1), 1–7. https://doi.org/10.31933/dijemss.v3i1.1008
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