PENGARUH KEPERCAYAAN DAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH BANK JABAR BANTEN SYARIAH KANTOR CABANG PEMBANTU KUNINGAN

Abstract

This study aims to analyze the effect of trust and service quality on customer satisfaction at Bank Jabar Banten Syariah, Kuningan Sub-Branch Office. A quantitative approach was employed using a survey method with questionnaires distributed to 100 customers selected through accidental sampling. The data were analyzed using validity and reliability tests, classical assumption tests, multiple linear regression, t-test, F-test, and coefficient of determination. The results show that, partially, trust does not have a positive and significant effect on customer satisfaction, while service quality has a positive and significant effect on customer satisfaction. Simultaneously, trust and service quality have a significant effect on customer satisfaction, indicating that improving service quality is crucial for enhancing customer satisfaction at Bank Jabar Banten Syariah Kuningan Sub-Branch Office.