PENGARUH BRAND IMAGE, PHYSICAL ENVIRONMENT DAN CUSTOMER ENGAGEMENT TERHADAP LOYALITAS NASABAH BANK CENTRAL ASIA (BCA) DI CABANG KCU MANGGA DUA RAYA JAKARTA

NESELIA, MEGA (2020) PENGARUH BRAND IMAGE, PHYSICAL ENVIRONMENT DAN CUSTOMER ENGAGEMENT TERHADAP LOYALITAS NASABAH BANK CENTRAL ASIA (BCA) DI CABANG KCU MANGGA DUA RAYA JAKARTA. Masters thesis, Universitas Tarumanagara.

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Abstract

The research aims to find out the influence of brand image, the physical environment, and customer engagement on customer loyalty of Bank Central Asia. The population of this research is active customers of BCA KCU Mangga Dua Raya. Using non-probability sampling, a total of 100 respondents was received. Research shows a significant positive impact between a brand’s image towards customer’s loyalty, physical environment towards customer’s loyalty, customer’s engagement towards customer’s loyalty, and how brand image, the physical environment, and customer engagement altogether affect customer’s loyalty. With evidence-based research on how different factors can create a significant positive impact on customer loyalty, Bank Central Asia needs to take a deeper look at its daily operation in terms of brand image, the physical environment, and customer engagement. Keywords: Brand Image, Physical Environment, Customer Engagement, and Customer Loyalty

Item Type: Thesis (Masters)
Additional Information: Pembimbing: Dra. Riris Loisa, M.Si
Uncontrolled Keywords: Brand Image, Physical Environment, Customer Engagement, and Customer Loyalty
Subjects: Tesis
Tesis > Pascasarjana
Divisions: Pascasarjana
Depositing User: Pasca Perpus
Date Deposited: 22 Dec 2022 06:27
Last Modified: 22 Dec 2022 06:27
URI: http://repository.untar.ac.id/id/eprint/38070

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