Saudi Journal of Business and Management Studies (SJBMS)
Volume-2 | Issue-08 | 770-777
Original Research Article
Building Brand Image: Analysis of Service Quality and Customer Satisfaction
Antonius Setyadi, Hapzi Ali, Tukhas Shilul Imaroh
Published : Aug. 30, 2017
Abstract
Research object Building Brand Image: Analysis of Service Quality and Customer Satisfaction is on Giant
Citra Raya. This study aims to analyze the influence of service quality and customer satisfaction on brand image either
partially or simultaneously on Giant Citra Raya Tangerang. The population of this study is Giant Citra Raya customers
which averages 2,070,823 / 12/30 = 5752 per day. The sample size in this study using Slovin formula with large e used is
8%, thus the sample size is 152 customers. Quantitative analysis method using multiple linear regression equation,
followed by determination analysis (R Square), partial hypothesis testing (t test) and simultaneously (test F) with alpha 5
percent (0,05). Before further analyzed first tested the instrument and the classical assumption test. Analytical tool using
SPSS version 21.0 for windows. The results showed that service quality and customer satisfaction have positive and
significant impact on brand image of Giant Citra Raya Tangerang.