Meningkatkan Kepuasan Nasabah Melalui Kualitas Pelayanan yang di Mediasi oleh Kepercayaan (Survey Pada BRI Kcp Unit Kuamang Kuning Kabupaten Bungo) | Zendy

Andri Yandi | Zendy

Open Access

Meningkatkan Kepuasan Nasabah Melalui Kualitas Pelayanan yang di Mediasi oleh Kepercayaan (Survey Pada BRI Kcp Unit Kuamang Kuning Kabupaten Bungo)

Author(s) -

Andri Yandi

Publication year - 2019

Publication title -

j-mas (jurnal manajemen dan sains)

Language(s) - English

Resource type - Journals

eISSN - 2541-688X

pISSN - 2541-6243

DOI - 10.33087/jmas.v4i1.83

Subject(s) - customer satisfaction , service quality , business , path analysis (statistics) , intervening variable , service (business) , business administration , advertising , marketing , psychology , mathematics , statistics , sociology , population , demography

This study aims to analyze the effect of service quality on customer trust and satisfaction, trust in customer satisfaction, and analyze the influence of service quality through trust as a variable intervening on customer satisfaction. the sample is 384. The method of collecting data uses a survey method, which is followed by a statistical method to test the hypothesis that is by path analysis. The results of this study indicate that service quality has a positive and significant effect on customer trust and satisfaction, as well as trust has a positive and significant influence on customer satisfaction. In addition, service quality through trust also has an influence on customer satisfaction.

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