PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH KREDIT MIKRO PADA BANK PT. BTPN ARGAMAKMUR

Albizar, Ferry and Hadi, Efed Darta and Anggarawati, Sularsih (2014) PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH KREDIT MIKRO PADA BANK PT. BTPN ARGAMAKMUR. The Manager Review Jurnal Ilmiah Manajemen, 14 (2). pp. 1-7. ISSN 1979-2239

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Abstract

The purpose of this research were to: 1) Analyze the impact of service quality toward customer satisfaction at BTPN Bank of Argamakmur Branch, 2) Analyze the impact of trust toward customer satisfaction at BTPN Bank of Argamakmur Branch, 3) Analyze the impact of service quality and trust toward customer satisfaction at BTPN Bank of Argamakmur Branch, 4)Identified the variable that had dominance impact toward customer satisfaction at BTPN Bank of Argamakmur Branch. Purpose sampling method was used on this research. The numbers of sampling were 155 respondents. Multiple regression analysis was used as research method on this study. The result of study can be summaries: 1) There was significant impact of service quality toward customer satisfaction at BTPN Bank of Argamakmur Branch with the value of coefficient was 0,467; 2) There was significant impact of trust toward customer satisfaction at BTPN Bank of Argamakmur Branch with the value of coefficient was 0,382, 3) There was significant impact of service quality and trust toward customer satisfaction at BTPN Bank of Argamakmur Branch with the value of inpact was 67,2% and 32,8% of the rest was influence by other factors, 4) Based on the study found that the service quality had more strong impact to customer satisfaction rather than of trust at BTPN Bank of Argamakmur Branch.

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