PENGARUH KUALITAS PELAYANAN DENGAN DIMENSI BSQ (BANKING SERVICE QUALITY) DAN BRAND IMAGE TERHADAP KEPUASAN NASABAH (Studi pada Bank Mandiri Kantor Cabang Sambas)

The research objectives are: (1) to determine the effect of service quality with the BSQ
dimension on customer satisfaction at the Sambas branch office, (2) to determine the
effect of brand image on customer satisfaction at the bank Mandiri Sambas branch
office, (3) to find out the most dominant variable affecting customer satisfaction at the
bank Mandiri Sambas branch office. The problem in this study is as follows: does the
quality of bank services with dimensions of bsq and brand image affect customer
satisfaction at the bank Mandiri Sambas branch office? And what is the dominant
variable that affects customer satisfaction at the bank Mandiri Sambas branch office?
Collecting data in this study using a questionnaire, the questionnaire was submitted
to the customers of Bank Mandiri Sambas. The population of this research is the
customer of the bank Mandiri Sambas, with 100 respondents. The data collected was
processed using validity and reliability tests. The results of this study show that bsq
and brand image has a significant relationship with customer satisfaction. This is
shown by the increasing number of customers every year.