Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Nasabah Bank Jatim Cabang Malang

Miffatul Fitriyah; Erni Susana

Pengaruh Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Nasabah Bank Jatim Cabang Malang

Miffatul Fitriyah, Erni Susana

Abstract

The condition of banking competition is currently getting tighter, so that bank management requires to always be sensitive to changes, environmental developments that occur, make continuous improvements to performance in providing satisfactory services to customers. Research objectives: (1) To analyze the effect of service quality on customer satisfaction at Bank Jatim Malang Branch. (2) Analyzing the effect of trust on customer satisfaction of Bank Jatim Malang Branch. (3) Analyzing the effect of service quality and trust on customer satisfaction at Bank Jatim Malang Branch. The research method uses a quantitative descriptive approach. The population in this study are all customers who are still active in conducting transactions at Bank Jatim Malang City. The number of samples (5 x number of indicators (11) = 55 respondents and the sampling technique used in this study is purposive sampling. The data collection technique is by distributing questionnaires to customers. The data analysis technique uses multiple regression analysis. The results show that (1) Service quality has a significant effect on customer satisfaction (2) Trust has a significant effect on customer satisfaction (3) Service quality and trust have a significant effect on customer satisfaction.

Keywords

Kualitas pelayanan; kepercayaan; kepuasan nasabah

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