Pengaruh Kepercayaan Merek dan Kualitas Pelayanan terhadap Kepuasan Nasabah Cicil Emas pada Bank Syariah Indonesia
Keywords:
kepercayaan merek, kepuasan nasabah, kualitas pelayanan.Abstract
This study aims to examine the effect of brand trust and service quality on customer satisfaction. gold installments at Bank Syariah Indonesia Buleleng Branch. The research design used in this study is causal quantitative. The research subject is the customer of the gold installments at Bank Syariah Indonesia Buleleng Branch. The object of this research focuses on the variables of brand trust, service quality and customer satisfaction. The population used in this study amounted to 104 people. Data was collected by using a questionnaire technique which was analyzed using multiple linear regression analysis. The results obtained in this study indicate that, (1) brand trust has a positive and significant effect on customer satisfaction with a contribution of 26.5%, (2) service quality has a positive and significant effect on customer satisfaction with a contribution of 21.5%. , (3) brand trust and service quality have a positive and significant effect on customer satisfaction with a contribution of 72.5% influence on gold installment customers of Bank Syariah Indonesia Buleleng Branch.
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