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Detail Katalog

Pengarang

ATIEK WULANDARI

Subject

BANK & BANKING

[Abstrak]

Service quality was an important element in banking service, past researched has linked service quality to many consequences such as satisfaction and loyalty, but only little empirical study linked service quality with brand image. The objective of this study was to assess effect of service quality dimension that are tangibility, assurance, reliability, empathy and responsiveness on brand image of government bank in Surabaya. Data was collect with direct questioners and resulting 100 samples. Result of this study shown that only empathy dimension has positive significant effect on brand image. This result show that in consumer in government bank has put empathy as main factor in assessing brand superiority. Keyword : Service quality, servqual, tangibility, assurance, reliability, empathy responsiveness, brand image. Government bank.

Pembimbing

ANIEK MASCHUDAH ILFITRIAH

Penguji

  1. BASUKI RACHMAT
  2. ANIEK MASCHUDAH ILFITRIAH
  3. SUDJARNO EKO SUPRIYONO

    Bahasa

    Nomor Klas

    SKR.WUL.057.10

    [Berkas]

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