PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH DENGAN KEPERCAYAAN SEBAGAI VARIABEL INTERVENING (Survei pada Nasabah PT Bank Tabungan Negara (Persero) Tbk Cabang Solo)
Abstract
PT Bank Tabungan Negara (Persero) Tbk Branch Solo as banking institutions are
always working to improve customer satisfaction by providing optimum service and
increase customer confidence. The purpose of this study was to analyze the significance
of the impact of service quality on customer confidence in PT Bank Tabungan Negara
(Persero) Tbk Branch Solo, analyze the significance of the impact of service quality and
customer confidence in the customer satisfaction in PT Bank Tabungan Negara
(Persero) Tbk Branch Solo, analyzing the mediating effect of customer confidence in the
impact of service quality on customer satisfaction in PT Bank Tabungan Negara
(Persero) Tbk Branch Solo. This study uses survey method, the type of data used
quantitative and qualitative data, the data source used primary data and secondary data.
The population in this study were all customer PT Bank Tabungan Negara (Persero) Tbk
Branch Solo in January 2017. The number of samples in this study as many as 100
customers, accidental sampling technique using random sampling. Data collection
methods are used: questionnaires and documentation. Data analysis technique used to
test the validity, reliability test, classic assumption test, and path analysis. In conclusion:
1) There is significant influence service quality to customer confidence. 2) There was a
significant effect of service quality on customer satisfaction. 3) There is significant
influence on customer satisfaction customer confidence. 4) The client's trust mediates the
impact of service quality on customer satisfaction.
Keywords: service quality, trust, customer satisfaction
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