Electronic Theses and Dissertation

Abstrak tujuan dari penelitian ini adalah untuk menganalisis pengaruh corporate social responsibility dan service quality terhadap brand image yang dimediasi oleh customer satisfaction pada bank syariah indonesia (bsi) cabang banda aceh. sampel yang digunakan pada penelitian ini adalah sebanyak 152 responden nasabah bank syariah indonesia (bsi) cabang banda aceh. metode analisis data dalam penelitian ini menggunakan statistical program and social science (spss) untuk mengetahui pengaruh antara variabel yang terlibat. hasil penelitian menunjukkan bahwa corporate social responsibility dan service quality berpengaruh terhadap brand image dan customer satisfaction, customer satisfaction berpengaruh terhadap brand image. dan berdasarkan output sobel test menunjukkan bahwa customer satisfaction memediasi secara parsial hubungan corporate social responsibility dan service quality terhadap brand image kata kunci : brand image, corporate social responsibility, service quality, customer satisfaction

ABSTRACT The aim of this research is to analyze the influence of corporate social responsibility and service quality on brand image which is mediated by customer satisfaction at Bank Syariah Indonesia (BSI) Banda Aceh branch. The sample used in this research was 152 respondents from Bank Syariah Indonesia (BSI) Banda Aceh branch. The data analysis method in this research uses Statistical Program and Social Science (SPSS) to determine the influence between the variables involved. The research results show that corporate social responsibility and service quality influence brand image and customer satisfaction, customer satisfaction influences brand image. And based on the Sobel test output, it shows that customer satisfaction partially mediates the relationship between corporate social responsibility and service quality on brand image Keywords: Brand Image, Corporate Social Responsibility, Service Quality, Customer Satisfaction.