PENGARUH KUALITAS PELAYANAN FRONTLINER DAN KEPUASAN NASABAH TERHADAP CITRA PERUSAHAAN PADA PT BANK NEGARA INDONESIA (PERSERO) TBK KANTOR CABANG PEMBANTU CILEUNGSI BOGOR

ABSTRACT Didi Aris Patrya, 8215099317; The Influence of Service Quality to The Frontliner and Customer Satisfaction with Corporate Image at PT Bank Negara Indonesia (Persero) Tbk Sub-Branch Office Cileungsi Bogor. Skripsi, Jakarta: Study Program of S1 Management, Faculty of Economics, Universitas Negeri Jakarta, Desember 2011. This study aims to the determine the influence between the quality of service frontliner (X1)and customer satisfaction (X2) with corporate image (Y) at PT Bank Negara Indonesia (Persero) Tbk Sub-Branch Office Cileungsi, Bogor. This study used survey methods, sampling, and questionnaire to 182 respondents are a user of the product BNI Taplus at PT Bank Negara Indonesia (Persero) Tbk Sub-Branch Office Cileungsi, Bogor. The company is moving in the field of banking services. Location of the study was conducted at PT Bank Negara Indonesia (Persero) Tbk Sub-Branch Office Cileungsi, Bogor. Analysis of this research is an descriptive analysis and accomplished using the statistical application SPSS (Statistical Package for the Social Science) version 17.0 for data processing. The results of this study showed a significant influence between of service quality independent variable (X1) and corporate image at PT Bank Negara Indonesia (Persero) Tbk Sub-Branch Office Cileungsi Bogor dependent variable (Y), a significant influence between customer satisfaction independent variable (X2) and corporate image at PT Bank Negara Indonesia (Persero) Tbk Sub-Branch Office Cileungsi Bogor dependent variable (Y), and a significant influence between of service quality independent variable (X1) and customer satisfaction independent variable (X2) simultaneously with corporate image at PT Bank Negara Indonesia (Persero) Tbk Sub-Branch Office Cileungsi Bogor dependent variable (Y). This evident from the results of testing with regression analysis that: (1) The quality of service have effect on the corporate image at PT Bank Negara Indonesia (Persero) Tbk Sub-Branch Office Cileungsi Bogor for 22.4%, (2) Customer satisfaction have effect on the corporate image at PT Bank Negara Indonesia (Persero) Tbk Sub-Branch Office Cileungsi Bogor for 18.4%, (3) The quality of service and customer satisfaction have effect on the corporate image at PT Bank Negara Indonesia (Persero) Tbk Sub-Branch Office Cileungsi Bogor for 32.1%. Keywords: Service quality, Customer satisfaction, Corporate imag