Pengaruh Kualitas Pelayanan, Citra Perusahaan dan Kepercayaan terhadap Kepuasan Nasabah Lembaga Perkreditan Desa
Abstract
The purpose of this study was to determine the effect of service quality, company image and trust on customer satisfaction at the Pakraman Village Credit Institution, Denpasar. The location of this research is LPD Pakraman Village, Denpasar, the sample used is 88 respondents. The data analysis techniques used are Validity Test, Reliability, Classical Assumptions, Multiple Linear Regression, Coefficient of Determination, t Test and F Test. Based on the results of the study, it can be seen that: (1) service quality has a significant positive effect on customer satisfaction. (2) company image has a significant positive effect on customer satisfaction. (3) trust has a significant positive effect on customer satisfaction. (4) simultaneously service quality, corporate image and trust have a significant effect on customer satisfaction. The magnitude of the influence of the independent variable on customer satisfaction is 56.4%. The suggestions in this study are LPD Desa Pakraman Denpasar is expected to repair or renew facilities in the waiting room that are not suitable for use or are less comfortable to use, provide training to employees, supervise employees at work and create a system that can disburse customer money in a timely manner and offer products that meet customer needs.
References
Andreassen, T. W., Kristensson, P., Lervik-Olsen, L., Parasuraman, A., McColl-Kennedy, J. R., Edvardsson, B., & Colurcio, M. (2016). Linking service design to value creation and service research. Journal of Service Management.
Dewi, G. A. P. R. K., Yasa, N. N. K., & Sukaatmadja, P. G. (2014). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah PT Bpr Hoki di Kabupaten Tabanan. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 3(5), 257–275.
Firdayanti, R. (2012). Persepsi Resiko Melakukan E-Commerce Dengan Kepercayaan Konsumen Dalam Membeli Produk Fashion Online. Journal of Social and Industrial Psychology, 1(1), 1–7.
Haryono, A. T. (2016). Pengaruh Budaya kerja dan Kepuasan Kerja terhadap Kinerja Pegawai dengan Komitmen Organisasi sebagai variabel Intervening (Studi pada Pegawai PT. Toys Games Indonesia Semarang). Journal of Management, 2(2).
Kotler, P. (2010). Manajemen Pemasaran. PT. Indeks Kelompok Gramedia.
Lupiyoadi, R. (2001). Manajemen Pemasaran Jasa: Teori dan Praktik (Pertama). Salemba Empat.
Maharani, A. D. (2010). Analisis Pengaruh Kepercayaan Dan Kepuasan Terhadap Loyalitas Nasabah Tabungan Bank Mega Semarang. Universitas Diponegoro.
Malik, S. U. (2012). Customer Satisfaction, Perceived Service Quality And Mediating Role Of Perceived Value. International Journal of Marketing Studies, 4(1), 68–76.
Mulyaningsih, L. A., & Suasana, I. G. A. K. G. (2016). Pengaruh Kualitas Layanan dan Citra Perusahaan Terhadap Kepuasan Nasabah Pada Bank OCBC NISP Di Denpasar. E-Jurnal Manajemen, 5(1).
Novreza, A., & Dewi, S. (2017). Pengaruh Kualitas Pelayanan, Kepercayaan, dan Nilai Nasabah Terhadap Kepuasan Nasabah PT. Bank Mandiri (Persero) Tbk. Cabang Padang.
Pontoh, M. B., Kawet, L. K., & Tumbuan, W. A. (2014). Kualitas layanan, citra perusahaan dan kepercayaan pengaruhnya terhadap kepuasan Nasabah Bank BRI cabang Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3).
Pratiwi, N. P. L., & Seminari, N. K. (2015). Pengaruh Kualitas Pelayanan, Kepercayaan dan Nilai Nasabah Terhadap Kepuasan Nasabah. E-Jurnal Manajemen Unud, 4(5).
Satriyanti, E. O. (2012). Pengaruh Kualitas Layanan, Kepuasan Nasabah dan Citra Bank Terhadap Loyalitas Nasabah Bank Muamalat Di Surabaya. Jurnal of Business and Banking, 2(2).
Suhandang, K. (2010). Periklanan Manajemen kiat dan Strategi. Nuansa.
Suryani, T., & Sumiati, M. (2010). Penggunaan Model E-S-Qual dalam Studi Pengaruh Kualitas Layanan Perbankan Online Terhadap Kepuasan Nasabah. EKOBIS, 11(1), 478–486.
Taylor, S. A., & Baker, T. L. (1994). An Assessment of the Relationship Between Service Quality and Customer Satisfaction in the Formation of Consumers’ Purchase Intentions. Journal of Retailing, 70, 163–178.
