PENGARUH KUALITAS PELAYANAN, KEPERCAYAAN DAN REPUTASI PERUSAHAAN TERHADAP KEPUASAN NASABAH PADA PT BANK RAKYAT INDONESIA TBK KANTOR CABANG SAMARINDA

Abstract

This study aims to determine the effect of service quality, trust and company reputation on customer satisfaction of PT Bank Rakyat Indonesia Tbk Samarinda Branch Office. This sudy uses a quantitative approach, using primary data through questionnaires. Respondents in this study were customers of  Bank Rakyat Indonesia Samarinda Branch Office. The independent variables used in this study are service quality, trust and company reputation. While the dependent variable in this study is customer satisfaction. In this study the analytical toll used is multiple linear regression in relief  Software Statistical Product and Services Solutions (SPSS) Versi 26.0.Collection instrument in the form of a questionnaire. This questionnaire was given in two physical forms/sheets and Online/Google from, as measured by a Likert scale. The sample in this study were 100 customers of Bank Rakyat Indonesia Samarinda Branch Office.The analysis method was tested with Software Statistical Product and Services Solutions (SPSS), which includes a validity test with r count > r table of (0,2272) and a positive value, the reliability test of service quality (X1), trust (X2), reputation (X3) and customer satisfaction (Y) haas a reliable value, test classic assumptions, multiple linear regression test, testing the hypothesis through the t test for service quality is worth (2.337), trust is worth (1.448) and reputation is worth (2.051), and F test count is worth (36.136), and the coefficient of determination test (R²) Adjusted R Square is worth (0.516) indicating that the variables of service quality, trust, reputation have a positive and significant effect on customer satisfaction PT Bank Rakyat Indonesia Tbk Kantor Cabang Samarinda