The Influence of Service Quality and Customer Trust on Customer Satisfaction at Bank Bengkulu Bintuhan Branch
Abstract
The purpose of this study is to find out how the influence of service quality and customer trust on customer satisfaction at Bank Bengkulu Branch Bintuhan. The data collection method used a questionnaire and the data analysis method used was the multiple linear regression analysis method using the SPSS program. The results of this study are the quality of service has a significant effect on the customer satisfaction variable of Bank Bengkulu Branch Bintuhan as indicated by the value of tcount > ttable (2.716> 1.66071) and a significant value < (0.05) (0.020 <0.05). For the customer trust variable, the tcount value is 2.221 and the ttable value is 1.66071 with a significance level of 5% with two directions, the tcount>ttable (2.221>1.66071) and the significant value < (0.05) (0.015<0 ,05). Simultaneously service quality and customer trust have a significant effect on customer satisfaction at Bank Bengkulu Branch Bintuhan, this can be seen from the results of the F test, namely F count > F table (14,863 > 3,090) or a significant value of 0.000 < 0.05.
.
Downloads
An author who publishes in the Jurnal Fokus Manajemen (JFM) agrees to the following terms:
Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal
Submission of a manuscript implies that the submitted work has not been published before (except as part of a thesis or report, or abstract); that it is not under consideration for publication elsewhere; that its publication has been approved by all co-authors. If and when the manuscript is accepted for publication, the author(s) still hold the copyright and retain publishing rights without restrictions. For the new invention, authors are suggested to manage its patent before published. The license type is CC-BY-SA 4.0.
Jurnal Fokus Manajemen (JFM) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
You are free to:
Share — copy and redistribute the material in any medium or format
Adapt — remix, transform, and build upon the material
for any purpose, even commercially.
The licensor cannot revoke these freedoms as long as you follow the license terms.
