Service Quality, Company Image and Its Influence on Consumer Satisfaction Through Sustainable Development Goals
Year: 2025
Type: article
Study design: Observational Study
Abstract: Objective: 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. Theoretical Framework: Service Quality that is adequately designed and implemented not only satisfies customers but also provides job satisfaction to employees. Employees can accept the demand to constantly satisfy customers, Company Image is a combination of impacts on observers from all verbal and visual components of the company whether planned or not or from the effect of other external elements. Customer satisfaction is the level of feeling/emotional response as a form of post-purchase evaluation of consumption experience from the results of comparing product or service performance with the expectations of the product or service. Method: 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. Results and Discussion: 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. Research Implications: 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. Originality/Value: The object of research is seen as an overall cognitive and effective perception that can affect the level of customer satisfaction. Service quality and company image have a significant effect on the dependent variable customer satisfaction
Institution: Universitas Binaniaga Indonesia
Language: English
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4414376228