LIDIAWAN, ANGGA RIZKA (2023) PENGARUH SERVICE QUALITY, PRODUCT QUALITY, BRAND EQUITY, TERHADAP CORPORATE REPUTATION, MELALUI CUSTOMER SATISFACTION, CUSTOMER VALUE, CUSTOMER PRIDE, DAN PERAN E-BANKING SEBAGAI VARIABEL MODERATOR PADA BANK BNI DI WILAYAH OPERASI KOTA KEDIRI. Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.
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Abstract
This study aims to determine the effect of service quality, product quality, brand equity, on company reputation, through customer satisfaction, customer value, customer pride and the role of e-banking as a moderator. The research population is the savings customer of Bank BNI in the Kediri City area. Using the Lemeshow formula with a tolerance of 5%, the number of research samples was rounded up to 400 respondents. Test the model with SEM. The test results show the model (fit), thus it can be interpreted that the model is good enough to explain the phenomenon under study. The results showed that: 1). Service quality has an effect on customer value, customer pride, and is not significant on customer satisfaction. 2). Product quality affects customer satisfaction, customer value, and customer pride. 3). Brand equity has an effect on customer satisfaction, customer value, and is not significant on customer pride. 4). Customer satisfaction, customer value, and customer pride affect the corporate reputation of Bank BNI. 5). E-banking significantly moderates the relationship between customer value and corporate reputation, and does not significantly moderate the relationship between customer satisfaction, customer pride and bank BNI's corporate reputation. It is necessary to review the service quality that has been carried out, given the minimal impact of service quality on customer satisfaction of BNI bank, which of course will have an impact on the decline of BNI's corporate reputation. It is recommended for other researchers to further examine other moderating variables that can increase the value of the influence on corporate reputation, especially the e-banking variable which has not played much of a moderator role in this study.
| Item Type: | Thesis (Doctoral) |
|---|---|
| Uncontrolled Keywords: | Service quality, Product quality, Brand equity, customer satisfaction, Customer value, customer pride, Corporate Reputation, E-banking |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi |
| Depositing User: | Unnamed user with email zainulfarid@icloud.com |
| Date Deposited: | 14 Mar 2024 07:48 |
| Last Modified: | 14 Mar 2024 07:48 |
| URI: | http://repository.untag-sby.ac.id/id/eprint/31208 |
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