Abstract
Tight competition makes it difficult for banks to maintain customer loyalty. This research aims to examine the influence of service quality, trust, and company image on customer satisfaction at CIMB Bank Niaga Lumbung Batam. The method used is a descriptive approach with a sample size of 215 respondents. The collected data was analyzed using a multiple linear regression model with the help of SPSS software. The results of multiple linear regression testing show that service quality has an effect of 27.1% on customer satisfaction. Trust has an effect of 16.1% on customer satisfaction, while corporate image has an effect of 39.0% on customer satisfaction. This means that there is a positive and significant relationship between service quality, trust, and company image, and customer satisfaction at CIMB Bank Niaga Lumbung Batam. The results of this research provide a strong basis for believing that by optimizing these three factors holistically, banks can increase the overall level of customer satisfaction and strengthen their position in the banking market.
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