CD Skripsi

Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Kepercayaan Dan Loyalitas NasabahPada Pt. Bank Rakyat Indonesia (Persero) Tbk Kantor Cabang Pekanbaru Tuanku Tambusai

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SUMMARY


DIAN SUKMA RINI, NIM. 2210246879, The Influence of Service Quality and Customer Satisfaction on Customer Trust and Loyalty at PT. Bank Rakyat Indonesia (Persero) Tbk Tuanku Tambusai Branch Office, supervised by Susi Hendriani and Gatot Wijayanto.
This research is driven by the importance of trust and loyalty in the banking industry. Customer trust is a key element that influences loyalty, which is important for the survival and growth of a bank. Service quality and customer satisfaction are also important factors that influence customer trust and loyalty. PT. Bank Rakyat Indonesia (Persero) Tbk Pekanbaru Tuanku Tambusai Branch Office is faced with several complaints regarding sub-optimal service quality such as long queues, less strategic locations, and frequent network disruptions. This is the basis for research to explore how service quality and customer satisfaction influence trust and loyalty.
This research aims to: (1) Knowing the influence of service quality on customer trust and loyalty, (2) Knowing the effect of customer satisfaction on customer trust and loyalty, (3) Test whether trust plays a role as a mediator between service quality and customer loyalty. The research uses a quantitative approach with surveys as a data collection method. Respondents consisted of customers of PT. Bank Rakyat Indonesia (Persero) Tbk Pekanbaru Branch Office Tuanku Tambusai. Data analysis uses statistical methods to test the relationship between variables: service quality, customer satisfaction, trust and loyalty.
The survey results show that services at PT. Bank Rakyat Indonesia (Persero) Tbk Pekanbaru Tuanku Tambusai Branch Office has not met customer expectations, with significant complaints regarding service quality. Although the number of customers of PT. Bank Rakyat Indonesia (Persero) Tbk Pekanbaru Tuanku Tambusai Branch Office continues to increase, many of whom admit to having submitted complaints regarding transactions or services they received. Service quality and customer satisfaction significantly influence customer trust. Apart from that, customer trust also influences their loyalty to PT. Bank Rakyat Indonesia (Persero) Tbk Pekanbaru Branch Office Tuanku Tambusai. This emphasizes the importance of improving service quality and handling complaints to maintain customer trust and loyalty.
PT. Bank Rakyat Indonesia (Persero) Tbk Pekanbaru Tuanku Tambusai Branch Office needs to improve service quality and ensure that the standards expected by customers are achieved to increase trust and loyalty. Evaluation of the Service Level Agreement (SLA) and adjustments to service strategies are needed to minimize customer complaints and increase satisfaction. This research provides insight into the importance of trust in building customer loyalty in the banking sector. This also provides a practical contribution to PT. Bank Rakyat Indonesia (Persero) Tbk Pekanbaru Tuanku Tambusai Branch Office to design a more effective service quality improvement strategy to strengthen long-term relationships with customers.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2210246879

Penerbit

Pekanbaru : Universitas Riau – F.Ekonomi - manajemen., 2024

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2210246879

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

daus

Versi lain/terkait

Lampiran Berkas

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