Siti, Iza Avcarina (2019) PENGARUH KUALITAS PELAYANAN, CITRA PERUSAHAAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH PADA PT. BANK RAKYAT INDONESIA, TBK. KANTOR UNIT SEMPUSARI. Skripsi thesis, STIE Mandala.

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Abstract

ABSTRACT This research was conducted on customers of PT BANK RAKYAT INDONESIA, TBK. KANTOR UNIT SEMPUSARI. This study aims to determine the effect of service quality, company image and trust in customer satisfaction. In this study data was collected by means of interviews, questionnaires and questionnaires on 100 respondents with purposive sampling technique, which aims to determine the perceptions of respondents to each variable. The analysis used includes test data instruments (validity test, and reliability test), multiple linear regression analysis, classic assumption test (normality test, multicollinearity test, heteroscedasticity test, linearity test), and hypothesis testing (F test, T test, coefficient of determination ) From the results of the analysis using regression, it can be seen that the variable quality of service, company image and trust all have a positive effect on customer satisfaction. From the t test obtained service quality, company image and trust, all have a significant effect on customer satisfaction. Keywords: Service Quality, Company Image and Trust, Customer Satisfaction

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > HG Finance
Divisions:	MANAJEMEN-S1
Depositing User:	Handoko Triharso
Date Deposited:	16 Nov 2021 07:49
Last Modified:	16 Nov 2021 07:49
URI:	http://repo.itsm.ac.id/id/eprint/554

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