THE ANALYSIS OF THE EFFECT OF BRAND IMAGE, SERVICE PERFORMANCE, PORTFOLIO SERVICES, AND PHYSICAL EVIDENCES TOWARDS CUSTOMERS SATISFACTION OF “BTN BATARA” SAVINGS ACCOUNT AT PT BANK TABUNGAN NEGARA (PERSERO) Tbk, SEMARANG BRANCH OFFICE

Keunis

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Title THE ANALYSIS OF THE EFFECT OF BRAND IMAGE, SERVICE PERFORMANCE, PORTFOLIO SERVICES, AND PHYSICAL EVIDENCES TOWARDS CUSTOMERS SATISFACTION OF “BTN BATARA” SAVINGS ACCOUNT AT PT BANK TABUNGAN NEGARA (PERSERO) Tbk, SEMARANG BRANCH OFFICE
 
Creator Rofi’ah, Nailur
Kodir, Moch. Abdul
Muslikh, Moch.
 
Subject
Customers Satisfaction; Brand Image; Service Performance; Portfolio Services; Physical Evidences
 
Description The objectives of this Final Report are to analyze and to obtain empirical evidences on the effect of brand image, service performance, portfolio services, and physical evidences towards customers satisfaction of “BTN Batara” Savings Account at PT Bank Tabungan Negara (Persero) Tbk, Semarang Branch Office. The population of this Final Report is all of the customers at PT Bank Tabungan Negara (Persero) Tbk, Semarang Branch Office. The sampling technique uses the Random Sampling Method amounting to 100 customers. The data used in this Final Report is the primary data obtained throough the distribution of questionnaires. The data analysis model uses the Multiple Linear Regression Analysis Model. Meanwhile, data analysis techniques use F Test, Coefficient of Determination (R2), and t Test.The Results of the analysis and discussion show that the variables of brand image, service performance, portfolio services, and physical evidences simultaneously have a significant effect towards customers satisfaction at PT Bank Tabungan Negara (Persero) Tbk, Semarang Branch Office. Partially, variable of brand image and physical evidences each have positive and significant effects towards customers satisfaction at PT Bank Tabungan Negara (Persero) Tbk, Semarang Branch Office. Meanwhile, variable of service performance does not have positive effect nor it is not significant. While portfolio services have positive effect but it is not significant towards customers satisfaction at PT Bank Tabungan Negara (Persero) Tbk, Semarang Branch Office.
 
Publisher Jurusan Akuntansi Politeknik Negeri Semarang
 
Contributor
 
Date 2020-12-02
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://jurnal.polines.ac.id/index.php/keunis/article/view/2114
10.32497/keunis.v8i2.2114
 
Source KEUNIS; Vol 8, No 2 (2020): JULI 2020; 147-166
2714-7274
2302-9315
10.32497/keunis.v8i2
 
Language eng
 
Relation https://jurnal.polines.ac.id/index.php/keunis/article/view/2114/106921
 
Rights Copyright (c) 2020 KEUNIS
http://creativecommons.org/licenses/by-sa/4.0
 

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