PENGARUH KUALITAS PRODUK, TABUNGAN, KEPERCAYAAN NASABAH, DAN KUALITAS PELAYANAN FRONTLINER TERHADAP KEPUASAN NASABAH PADA PT BANK RAKYAT INDONESIA CABANG 1 SAMARINDA

Abstract

This study aims to determine the effect of Quality of Savings Products, Customer Trust and Frontliner Service Quality on Customer Satisfaction at PT Bank Rakyat Indonesia Branch 1 Samarinda. This research method uses a quantitative approach and multiple linear regression analysis tools. The research sample used was 100 respondents customers of PT Bank Rakyat Indonesia Branch 1 Samarinda. The data for this study were obtained through a questionnaire. The variables used are Saving Product Quality (X1), Customer Trust (X2), Frontliner Service Quality (X3) and Customer Satisfaction (Y). The results of this study indicate that hypothesis testing on the variables Frontliner Service Quality, Customer Trust and Savings Product Quality have a significant effect on customer satisfaction at PT Bank Rakyat Indonesia Branch 1 Samarinda.