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Corporate Social Responsibility in Improving Customer Satisfaction Through Corporate Image at PT. Bank Mandiri (Persero) Malang City, Indonesia

[error in script] (2019) Corporate Social Responsibility in Improving Customer Satisfaction Through Corporate Image at PT. Bank Mandiri (Persero) Malang City, Indonesia. International Journal of Advances in Scientific Research and Engineering-IJASRE, 5 (11). pp. 203-209. ISSN 2454-8006

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Abstract

A bank will win the competition if it can create value and give satisfaction to customers through the delivery of quality services. A
superior bank is a bank that deftly manages business changes and can take advantage of existing opportunities with something
that is effective and efficient, one of which is by creating a positive bank image or image of the product or service produced by the
bank. This study aims to analyze the effect of corporate social responsibility on corporate image, analyze the influence of
corporate social responsibility on customer satisfaction, analyze the influence of corporate image on customer satisfaction and
analyze the effect of corporate social responsibility on customer satisfaction through a corporate image. The sample in the study
amounted to 100 customers. Analysis techniques use path analysis. The results of the analysis show that corporate social
responsibility influences the company's image, which means that by implementing corporate social responsibility activities it can
enhance the company's image. Corporate social responsibility affects customer satisfaction. The company's image influences
customer satisfaction, meaning that with the presence of corporate social responsibility activities, it can increase customer
satisfaction at PT. Bank Mandiri (Persero) Malang City. The company's image mediates the effect of corporate social
responsibility on customer satisfaction. This means that customer satisfaction can be created if it has a good corporate image by
implementing corporate social responsibility activities that relate to economic, social and environmental issues.

Keywords: Corporate Social Responsibility, Corporate Image, Customer Satisfaction.

Item Type: Article
Additional Information: Sihwahjoeni NIDN: 0718126601
Uncontrolled Keywords: Corporate Social Responsibility, Corporate Image, Customer Satisfaction
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Fakultas Ekonomi dan Bisnis > S1 Akuntansi
Depositing User: Rita Juliani
Date Deposited: 15 Mar 2021 14:15
Last Modified: 15 Mar 2021 14:15
URI: https://eprints.unmer.ac.id/id/eprint/728

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