Pengaruh Kualitas Pelayanan Dan Kepercayaan Nasabah Terhadap Kepuasan Nasabah Pada LPD Desa Adat Serai Kembangmerta Kecamatan Susut Kabupaten Bangli
DOI:
https://doi.org/10.32795/vol4wamrtno1th24Keywords:
Service Quality, Trus Satisfationt, Customer SatisfactionAbstract
Village Credit Institutions (LPDs), as customary-based financial institutions, play an important role in supporting community economic activities. Therefore, service quality and trust are key factors in creating customer satisfaction. This study aims to analyze the effect of service quality and trust on customer satisfaction at the LPD of Desa Adat Serai Kembangmerta, Bangli Regency. This research employed a quantitative approach with a sample of 100 respondents selected using purposive sampling technique. Data were collected through questionnaires and analyzed using multiple linear regression. The results show that partially, both service quality and trust have a positive and significant effect on customer satisfaction. Simultaneously, these variables also have a significant effect on customer satisfaction. Service quality is identified as the most dominant variable influencing customer satisfaction. These findings indicate that improving service quality and strengthening trust are essential strategies to enhance customer satisfaction.
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