THE INFLUENCE OF PRODUCT QUALITY, SERVICE QUALITY AND TRUST ON CUSTOMER SATISFACTION AT BANK BENGKULU TAIS BRANCH

(1) * Dodi Asmawi Mail (Universitas Dehasen Bengkulu)
(2) Ida Anggriani Mail (Universitas Dehasen Bengkulu)
(3) Nia Indriasari Mail (Universitas Dehasen Bengkulu)
*corresponding author

Abstract


This study aims to determine the effect of product quality, service quality and trust on customer satisfaction at Bengkulu Bank Tais Branch both partially and simultaneously. The analysis method used is validity test, reliability test, multiple linear regression, coefficient of determination, t test and F test. The data collection method uses a questionnaire. The sample in this study amounted to 80 customers of Bank Bengkulu Tais Branch. Based on the results of research and discussion, it is found that product quality partially has a significant effect on customer satisfaction at Bengkulu Bank Tais Branch because the significant value is 0.000 <0.05. Service quality partially has a significant effect on customer satisfaction at Bengkulu Bank Tais Branch because the significant value is 0.028 <0.05. Trust partially has a significant effect on customer satisfaction at Bengkulu Bank Tais Branch because the significant value is 0.001 <0.05. Product quality, service quality and trust simultaneously have a significant effect on customer satisfaction at Bengkulu Bank Tais Branch because the significant value is 0.000 <0.05. Given that product quality, service quality and trust have a significant effect both partially and simultaneously on customer satisfaction at Bank Bengkulu Tais Branch, it is hoped that Bank Bengkulu Tais Branch will continue to improve the quality of its products and services and continue to strive to foster customer trust in Bank Bengkulu Tais Branch, this is so that customer satisfaction can continue to increase so that customers will remain loyal / loyal because they are satisfied with the performance of Bank Bengkulu Tais Branch.


Keywords


Product Quality, Service Quality, Trust, Customer Satisfaction

   

DOI

https://doi.org/10.47679/jrssh.v4i2.137
      

Article metrics

10.47679/jrssh.v4i2.137 Abstract views : 13

   

Cite

   

References


Arikunto, Suharsimi. (2014). Prosedur Penelitian : Suatu Pendekatan Praktek, Jakarta : Rineka Cipta

Ghozali, Imam. (2018). Aplikasi Analisis Multivariate Program IBM SPSS 25. Semarang : Badan Penerbit Universitas Diponegoro

Indrasari. (2019). Pemasaran dan Kepuasan Pelanggan. Surabaya: Unitomo Press

Kasmir. (2019). Manajemen Perbankan. Jakarta : Grafindo Persada

Kotler, Philip. (2016). Manajemen Pemasaran. Jakarta : Erlangga

Kotler, Philip dan Garry Armstrong. (2017). Manajemen Pemasaran. Jakarta : Indeks

Lupiyoadi, Rambat. (2016). Manajemen Pemasaran Jasa. Jakarta : Salemba Empat

Priansa, Donni Juni. (2017). Perilaku Konsumen Dalam Persaingan Bisnis Kontemporer. Bandung : Alfabeta

Sudarsono, Heri. (2015). Bank Lembaga Keuangan Syariah : Deskripsi dan Ilustrasi, Yogyakarta : Ekonisia

Swasta, Basu dan Irawan. (2018). Manajemen Pemasaran Modern. Yogyakarta : Liberty

Sugiarto. (2015). Psikologi Pelayanan Dalam Industri Jasa, Jakarta : PT Gramedia Pustaka Utama

Sugiyono. (2017). Metode Penelitian Bisnis. Bandung : Alfabeta

Thamrin, Abdulah dan Francis, Tantri. (2017). Manajemen Pemasaran. Jakarta. Raja Grafindo Persada

Tjiptono, Fandy. (2015). Pemasaran Jasa. Yogyakarta: Bayumedia Publishing

Tjiptono, Fandy. (2014). Perspektif Manajemen dan Pemasaran Kontemporer. Yogyakarta: Andi

Tjiptono, Fandy dan Gregorius Chandra. (2016). Service, Quality & Satisfaction. Yogyakarta: Andi.

Usmar, Joko. (2019). Pengaruh Kualitas Produk, Kualitas Pelayanan dan Kepercayaan terhadap Kepuasan Nasabah Bank BNI Syariah Cabang PekanBaru. UIN Suska Riau. https://repository.uin-suska.ac.id/24982/2/GABUNGAN.pdf

Umar, Husein. (2015). Riset Pemasaran dan Perilaku Konsumen. Jakarta: Gramedia Pustaka Utama

Vivi, Widiastuti dan Suhaji. (2021). Faktor-faktor yang Mempengaruhi Kepuasan Nasabah (Studi Kasus Pada Nasabah PT. Asuransi Sequis Life Semarang). Jurnal Ilmiah Aset. e-ISSN 2685-9629 Vol. 23 No. 1, STIE Widya Manggala Semarang


Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Dodi Asmawi, Ida Anggriani, Nia Indriasari

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

______________________________________________________________________________________________

Journal of Research in Social Science And Humanities

Published by Utan Kayu Publishing

Lucky Arya Residence 2 No. 18
Jalan HOS. Cokroaminoto Kab. Pringsewu
Lampung - Indonesia, Postal code 35373

Email: jurnal.jrssh@gmail.com

Creative Commons License
JRSSH is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.