The Influence of Brand Awareness, Product Quality, Service Quality on Customers Using BNI Agen46 Manado
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Academic Journal Incorporations
Abstract
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The development of economic progress in the world today is followed by the increasing public need for banks, but it is constrained by conditions that are far from banks, for this reason the existence of the banking system is more present and closer to customers. BNI Agen46 is a BNI partner (individuals or legal entities that have collaborated with BNI) to provide banking services to the public (selling smart services, subsidies, loans, e-payments, digital financial services, e-commerce, and remittances). This program is one of BNI's breakthroughs in accordance with POJK No.19/POJK.03/2014, concerning officeless financial services in the context of financial inclusion, which aims to educate the Indonesian people about financial inclusion, to understand the basics of knowledge about financial services. This study discusses the influence of Brand awareness, Product Quality, Service Quality on Customer Satisfaction of BNI Agen46 users, where many people still do not know the presence of BNI Agen46 around them, as well as how the products offered by BNI Agen46 are for ease of transactions and how the quality of service provided is. given from BNI Agen46 in Manado. The purpose of this study is to see how Brand awareness, Product Quality, Service Quality affect Customer Satisfaction. The analytical method used is validity, reliability, classical assumptions and multiple regression using the SPSS 25 application. The results show that simultaneously Brand awareness, Product Quality, Service Quality have a positive and significant effect on Customer Satisfaction.
Keywords
Brand awareness, Product Quality, Service Quality, Customer Satisfaction