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.