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

Heny Yuningrum*  -  Universitas Islam Negeri (UIN) Walisongo Semarang, Indonesia
Muyassarah Muyassarah  -  Universitas Islam Negeri (UIN) Walisongo Semarang, Indonesia
Risma Dewi Astuti  -  Universitas Islam Negeri (UIN) Walisongo Semarang, Indonesia

(*) Corresponding Author
DOI: 10.21580/al-arbah.2020.2.2.7425

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.

Keywords: Service Quality, Product Quality, Trust, Customer Satisfaction.

  1. Annual Report Bank BRI Syariah Tahun 2011 diakses pada 24 Desember 2019 pukul 09:45 WIB
  2. Awwallin, Dhika Putri. 2015. “Perbankan Syariah Indonesia Dalam Menghadapi Persaingan Masyarakat Ekonomi Asean (MEA) 2015.” Jurnal Akuntansi AKUNESA 3 (2). https://jurnalmahasiswa.unesa.ac.id/index.php/jurnal-akuntansi/article/view/13340
  3. Chandra Tjiptono. 2007. Service, Quality & Satisfaction. Yogyakarta: Andi Offset
  4. Fajri, Em Zul, and Ratu Aprillia Senia. 2008. Kamus Lengkap Bahasa Indonesia. Semarang: Difapublisher
  5. Hermansyah. 2013. Hukum Perbankan Nasional Indonesia. Jakarta: Kencana Prenada Media Group
  6. Hermanto, Hermanto. 2013. “Pengaruh Kualitas Pelayanan SDM Bank Syariah Terhadap Kepuasan Nasabah: Studi Pada BPRS Berkah Ramadhan.” ETIKONOMI 12 (1). https://doi.org/10.15408/etk.v12i1.1907
  7. Kotler, Philip. 2008. Manajemen Pemasaran. Jakarta: Indeks Kelompok Gramedia
  8. Krisyantono, Rachmad. 2008. Public Relations Writing. Jakarta: Kencana
  9. Machfoedz. 2005. Pengantaran Pemasaran Modern. Yogyakarta: Akademi Manajemen Perusahaan YKPN
  10. Marwini, and Annisa Nur Salam. 2020. “E-Money Based Boarding School Cooperative Development Model (Kopontren) As An Sharia Economic Acceleration Effort In Indonesia | Marwini | AL-ARBAH: Journal of Islamic Finance and Banking.” AL-ARBAH: Journal of Islamic Finance and Banking 2 (1). https://journal.walisongo.ac.id/index.php/arbah/article/view/5496
  11. Mastura, Zainatun. 2018. “Pengaruh Kualitas Pelayanan Dan Kepercayaan Nasabah Terhadap Kepuasan Nasabah (Studi Pada PT. Bank Aceh Syariah KPO Banda Aceh),” October, 141. http://library.ar-raniry.ac.id/
  12. Muyassarah, Muyassarah. 2019. “Analisis SWOT Pada Strategi Pemasaran Produk Simpanan Kurban Di KSPPS BMT NU Sejahtera Cabang Jepara.” SERAMBI: Jurnal Ekonomi Manajemen Dan Bisnis Islam 1 (3): 71. https://doi.org/10.36407/serambi.v1i3.72
  13. Rangkuti. 2002. Measuring Customer Satisfaction. Jakarta: Gramedia Pustaka Utama
  14. Salim, Peter, and Yeni Salim. 1991. Kamus Bahasa Indonesia Kontemporer. Jakarta: Graha Persada.
  15. Setiawan, Heri, Maria Magdalena Minarsih, and Azis Fathoni. 2016. “Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Nasabah Dan Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Intervening (Studi Kasus Pada Nasabah Koperasi Rejo Agung Sukses Cabang Ngaliyan).” Journal of Management 2 (2). https://jurnal.unpand.ac.id/index.php/MS/article/view/492
  16. Sunyoto, Danang. 2012. Dasar-Dasar Manajemen Pemasaran. Yogyakarta: CAPS
  17. Tjiptono, Fandy. 2014. Pemasaran Jasa-Prinsip, Penerapan, Dan Penelitian, Yogyakarta. Yogyakarta: CV. Andi Offset
  18. Yusrina. 2013. “Peranan Citra Perusahaan Terhadap Kepercayaan Nasabah Bank BRI Cabang Banda Aceh - PDF Free Download.” Jurnal Ekonomi Manajemen Dan Bisnis 1 (2): 203–13. https://docplayer.info/42719082-Peranan-citra-perusahaan-terhadap-kepercayaan-nasabah-bank-bri-cabang-banda-aceh.html
  19. Brisyariah.co.id diakses pada 3 Juli 2010 pukul 20.06 WIB
  20. Roadmap perbankan syariah Indonesia 2015-2019. Diakses pada 15 Desember 2019 pukul 13:23

Open Access Copyright (c) 2021 Heny Yuningrum, Muyassarah Muyassarah, Risma Dewi Astuti
Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Al-Arbah: Journal of Islamic Finance and Banking
Published by Department of Sharia Banking, Faculty of Islamic Economics and Business, UIN Walisongo Semarang, Indonesia
Jl Prof. Dr. Hamka Kampus III Ngaliyan Semarang 50185
Phone: +62 852-3660-5533
Website: https://febi.walisongo.ac.id/
Email: alarbah@walisongo.ac.id

ISSN: 2716-3946 (Print)
ISSN: 2716-2575 (Online)

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License

 
apps