PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN KONSUMEN PADA PT BPR SOLIDER PEMATANG SIANTAR

Mawar Jesica Sihombing; Darwin Lie; Efendi Efendi; Julyanthry Julyanthry

Mawar Jesica Sihombing Sekolah Tinggi Ilmu Ekonomi Sultan Agung
Darwin Lie Sekolah Tinggi Ilmu Ekonomi Sultan Agung
Efendi Efendi Sekolah Tinggi Ilmu Ekonomi Sultan Agung
Julyanthry Julyanthry Sekolah Tinggi Ilmu Ekonomi Sultan Agung

Keywords: Service Quality, Trust, Customer Satisfaction

Abstract

The purposes of this study are: 1. To describe the quality of service, trust and customer satisfaction at PT BPR Solider Pematang Siantar. 2. To determine the effect of service quality and trust in PT BPR Solider Pematang Siantar either simultaneously or partially. This research uses library research design and field research. The population in this study were consumers who borrowed at PT BPR Solider Pematang Siantar, totaling 34 people. The types of data used are primary data and secondary data. Data collection techniques were carried out by interview, documentation and questionnaire. The research instrument test used is the validity test and reliability test. The data analysis technique consists of normality test, qualitative descriptive analysis and quantitative descriptive analysis. The results of this study can be concluded as follows: 1. Service quality, trust, customer satisfaction is good. 2. There is a positive influence between service quality and trust on customer satisfaction at PT BPR Solider Pematang Siantar both simultaneously and partially. 3. There is a moderately high and positive relationship between service quality and trust with customer satisfaction. H0 is rejected, meaning that there is a positive and significant influence between service quality and trust on customer satisfaction at PT BPR Solider Pematang Siantar both simultaneously and partially.

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