This research aimed to test: 1) significant effect of tangibles, reliability,
responsive, assurance and empathy variables simultaneously affected the
Banjarnegara AJB Bumiputera customer's satisfaction;2) the effect of customer's
satisfaction significantly affected the image of the company. Independent
variables used were tangibles, reliability, responsive, assurance, and empathy.
The populations of this research were the customers of AJB Bumiputera. The
samples were obtained by giving the questionnaire directly to the customers of
AJB Bumiputera. The total samples were determined by using Sugiyono formula
with total samples of 80.
This test was done by using multiple regression analysis and the
hypothesis test result of this research showed: 1) tangibles, reliability, responsive,
assurance, and empathy variables had an effect toward the customer's
satisfaction, and 2) customer's satisfaction variable significantly affected on the
image of the company.