PENGARUH KUALITAS LAYANAN, CITRA BANK DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH TABUNGAN SIMPEDA BANK JATENG CABANG UTAMA SEMARANG

  • Niel Dhesta Cavalera Universitas Stikubank
  • Euis Soliha Universitas Stikubank

Abstract

This study aims to examine and analyze the influence of service quality, bank image and trust in
customer satisfaction Simpeda Central Java Bank savings Semarang Main Branch. This research was
conducted at the Central Java Bank Semarang Main Branch with a total sample of 100 respondents. Data
collection was done through a questionnaire with measurements using the Likert Scale five alternative answers.
Non probability sampling sampling technique with purposive sampling data collection method. Purposive
sampling criteria, namely respondents with a minimum age of 17 years, at least have become customers of Bank
Jateng for one year and at least have done transactions three times. The data analysis technique used is linear
regression analysis, while to test the hypothesis using the t test. Service quality has a positive and significant
effect on customer satisfaction, the image of the bank has a positive and significant effect on customer
satisfaction, trust has a positive and significant effect on customer satisfaction.

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Published
2019-07-24
How to Cite
Cavalera, N., & Soliha, E. (2019). PENGARUH KUALITAS LAYANAN, CITRA BANK DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH TABUNGAN SIMPEDA BANK JATENG CABANG UTAMA SEMARANG. Proceeding SENDI_U, 388-397. Retrieved from https://www.unisbank.ac.id/ojs/index.php/sendi_u/article/view/7312