The Influence of Service Quality and Trust on Customer Satisfaction at Bank Syariah Indonesia (BSI) KCP Tangerang Cikupa 1

Tanti Afrita; Heri Abrianto

doi:10.63922/ijebir.v5i04.5286

Tanti Afrita Finance and Banking Study Program, Department of Accounting, Politeknik Negeri Jakarta
Heri Abrianto Finance and Banking Study Program, Department of Accounting, Politeknik Negeri Jakarta

DOI: https://doi.org/10.63922/ijebir.v5i04.5286

Keywords: Service Quality, Trust, Customer Satisfaction, Bank Syariah Indonesia.

Abstract

This study aims to analyze the effect of service quality and trust on customer satisfaction at Bank Syariah Indonesia (BSI) KCP Tangerang Cikupa 1. The study employed a quantitative approach using descriptive and verificative methods. The research population consisted of 1,500 active customers, with a sample of 100 respondents selected using a purposive sampling technique. Data were collected through a Likert-scale questionnaire and analyzed using IBM SPSS Statistics version 25 through validity testing, reliability testing, classical assumption testing, multiple linear regression analysis, t-test, F-test, and coefficient of determination analysis. The results indicate that service quality has a positive and significant effect on customer satisfaction (t = 4.777; sig. = 0.000), and trust also has a positive and significant effect on customer satisfaction (t = 4.447; sig. = 0.000). Simultaneously, both variables have a significant effect on customer satisfaction (F = 54.452; sig. = 0.000). The Adjusted R Square value of 0.519 indicates that service quality and trust are able to explain 51.9% of the variation in customer satisfaction, while the remaining 48.1% is influenced by other factors outside the scope of this study. Therefore, improving service quality and trust can enhance customer satisfaction at Bank Syariah Indonesia (BSI) KCP Tangerang Cikupa 1.

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