SERVICE QUALITY AND COMPANY IMAGE ON CUSTOMER SATISFACTION

Abstract

The aim of this research is to prove the influence of service quality and company image on customer satisfaction at Bank Mega Depok Branch Office. The sampling method used in this research was non-probability sampling with purposive sampling technique, the number of samples taken in this research was 120 respondents. The research results prove that service quality and company image have a significant effect on customer satisfaction, so that the services provided in relation to products, services, people, processes and the environment are able to meet or exceed customer expectations. The better the quality of the service provided, the higher the customer satisfaction, as well as the company image seen as an overall cognitive and affective perception that can influence the level of customer satisfaction. The better the image given, the better the customer satisfaction of Bank Mega Depok Branch Office and supported by a good company image, the better the customer satisfaction.