Customer satisfaction is the most important component for a company,
where customer satisfaction is created from service quality. Various ways have
been done by the company to increase customer satisfaction and customer loyalty.
This research was conducted with the aim of: 1) To determine that Customer
Satisfaction and Service Quality influence each other 2) To determine the effect of
Customer Satisfaction and Service Quality on perceived value of service 3) To
determine the effect of perceived value of service on corporate image and
corporate reputation 4) To know that Corporate Image and Corporate Reputation
influence each other. 5) Knowing the influence of Corporate Image and Corporate
Reputation on Customer Loyality. Respondents of this study were 300 customers
of Bank Rakyat Indonesia. Data were analyzed using SPSS version 20 software.
The results showed that: 1) Customer Satisfaction has a positive and
significant relationship with Service Quality of Bank Rakyat Indonesia (Persero)
Tbk. 2) Customer Satisfaction has a significant and positive influence on
Perceived Value Service of Bank Rakyat Indonesia (Persero) Tbk. 3) Service
Quality has a significant and positive influence on Perceived Value Service of
Bank Rakyat Indonesia (Persero) Tbk. 4) Perceived Value Service has a
significant and positive influence on the Corporate Image of Bank Rakyat
Indonesia (Persero) Tbk. 5) Perceived Value Service has a significant and positive
influence on Corporate Reputation of Bank Rakyat Indonesia (Persero) Tbk. 6)
Corporate Image has a positive and significant relationship with Corporate
Reputation at the Head Office of Bank Rakyat Indonesia (Persero) Tbk. 7)
Corporate Image has a significant and positive influence on Customer Loyalty of
Bank Rakyat Indonesia (Persero) Tbk. and 8) Corporate Reputation has a
significant and positive influence on Customer Loyalty at the Head Office of
Bank Rakyat Indonesia (Persero) Tbk.