Record Details

Effect of Service Quality, Product Quality, and Trust In Customer Satisfaction (Case Study at Bank BRI Syariah KCP Kendal)

AL-ARBAH: Journal of Islamic Finance and Banking

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Title Effect of Service Quality, Product Quality, and Trust In Customer Satisfaction (Case Study at Bank BRI Syariah KCP Kendal)
 
Creator Yuningrum, Heny
Muyassarah, Muyassarah
Astuti, Risma Dewi
 
Subject —
Service Quality, Product Quality, Trust, Customer Satisfaction.
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Description Purpose - This study aims to determine the effect of service quality, product quality, and trust on customer satisfaction (a case study at Bank BRI Syariah KCP Kendal).Method - The type of research carried out is a quantitative approach. The study population was all customers at Bank BRI Syariah KCP Kendal using the incidental sampling technique. Data were collected through a questionnaire or questionnaire with a Likert scale. This study uses validity and reliability tests, then classic assumption test, t test, F test, determination test and multiple linear regression equation test.Result - The results of this study are (1) service quality has a positive and significant effect on customer satisfaction (2) product quality has a positive and significant effect on customer satisfaction (3) trust has a positive and significant effect on customer satisfaction (4) service quality, product quality, and Trust together has a positive and significant effect on customer satisfaction.Implication - The implication is that service delivery and product quality as well as the trust given by the bank will affect customer satisfaction.Originality - This study shows that these three variables have a significant correlation to customer satisfaction.
 
Publisher Universitas Islam Negeri (UIN) Walisongo Semarang
 
Contributor —
 
Date 2020-12-31
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
Quantitative
 
Format application/pdf
 
Identifier https://journal.walisongo.ac.id/index.php/arbah/article/view/7425
10.21580/al-arbah.2020.2.2.7425
 
Source AL-ARBAH: Journal of Islamic Finance and Banking; Vol 2, No 2 (2020); 139-156
2716-2575
2716-3946
 
Language eng
 
Relation https://journal.walisongo.ac.id/index.php/arbah/article/view/7425/pdf
 
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Rights Copyright (c) 2021 AL-ARBAH: Journal of Islamic Finance and Banking
http://creativecommons.org/licenses/by-nc-sa/4.0