Abstract
The purpose of this study was to determine the effect of Service Quality and Trust on Customer Satisfaction of PT Bank Mandiri (Persero) Tbk. KCP Tambun Mangunjaya. The sample of this research is the customer of Bank Mandiri Branch Tambun Mangunjaya. The sample used was 100 people using non-probability sampling technique with purposive sampling method. The results showed that partially the positive effect of the service quality variable on the customer satisfaction variable was β1 0.614 (sig 0.000) while the positive effect of the trust variable on the customer satisfaction variable was β2 0.400 (sig 0.028). The value of Adjusted R Square is 0.897, which means that 89.7% of service quality and trust affect customer satisfaction of PT Bank Mandiri (Persero) Tbk. KCP Tambun Mangunjaya and the remaining 10.3% were influenced by other factors not examined in this study.
Highlights
The purpose of this study was to determine the effect of Service Quality and Trust on Customer Satisfaction of PT Bank Mandiri (Persero) Tbk
The results showed that partially the positive effect of the service quality variable on the customer satisfaction variable was β1 0.614 (sig 0.000) while the positive effect of the trust variable on the customer satisfaction variable was β2 0.400 (sig 0.028)
Kepercayaan dan nilai nasabah terhadap kepuasan nasabah
Summary
Teknik pengambilan sampel pada penelitian ini menggunakan nonprobability sampling dengan metode purposive sampling yaitu jumlah populasinya yang tidak diketahui secara pasti maka untuk menentukan besarnya sample yaitu dengan menggunakan rumus menurut. Purba (2006) Z2 n = 4 (Moe) yaitu: Keterangan:. N = jumlah sampel z = Taraf signifikan 5% = 1,96 (Semakin kecil nilai taraf signifikan nya, maka semakin besar tingkat kepercayaan pengambilan keputusan). Moe (Margin of Error) = tingkat kesalahan maksimal pengambilan sampel masih dapat ditoleransi. Jika Moe 10% maka: 1,962 3,8416 n = 4(0,10)2 = 0,04 = 96,04 Jadi berdasarkan perhitungan, maka jumlah sampel yang diambil adalah 96,04. Agar penelitian lebih mudah diolah maka dibulatkan menjadi 100 responden nasabah Bank Mandiri Mangunjaya
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