The Influence of Service Quality and Customer Trust on Customer Satisfaction at Bank BSI KCP Ahmad Yani
Pengaruh Kualitas Pelayanan dan Kepercayaan Nasabah terhadap Kepuasan Nasabah di Bank BSI KCP Ahmad Yani
DOI:
https://doi.org/10.21070/ups.7328Keywords:
Service Quality, Customer trust, Customer SatisfactionAbstract
The purpose of this study is to see how service quality and customer trust impact customer satisfaction at Bank BSI KCP Ahmad Yani. Service quality is assessed based on factors such as reliability, responsiveness, assurance, empathy, and physical evidence. On the other hand, customer trust is based on the integrity, ability, and honesty of the bank. The quantitative method used in this research is a survey. Data were collected through questionnaires distributed to one hundred customers who have used banking services for at least one year. The independent and dependent variables were evaluated through multiple linear regression analysis. The results show that service quality and customer trust affect customer satisfaction significantly and positively. Service quality, such as reliability and assurance, as well as integrity and the ability to attract customer trust, are the most important factors.
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