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

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.

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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)

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