Pengaruh Kualitas Pelayanan dan Kepercayaan Nasabah terhadap Kepuasan Nasabah (Studi pada Bank Aceh Syariah Banda Aceh) - Mastura, Zainatun; Ibrahim, Azharsyah; Syahriyal, Syahriyal (Faculty of Islamic Economics and Business, Universitas Islam Negeri Ar-Raniry, 2018)
The Effect of Service Quality and Trust on Customer Satisfaction: Insights from Bank Aceh Syariah in Banda Aceh - Customer satisfaction is a crucial factor in Islamic banking. It is believed that service quality and customer trust can enhance customer satisfaction. This research aims to investigate the influence of service quality and customer trust on customer satisfaction at PT. Bank Aceh Syariah KPO Banda Aceh. This study employs a quantitative approach with a population encompassing all customers of PT. Bank Aceh Syariah KPO Banda Aceh. Accidental sampling was used to select participants. Data was collected through questionnaires utilizing a Likert scale that was validated for reliability and validity. Data analysis involved tests for validity, reliability, classical assumptions, correlation, and both simple and multiple linear regression. The research yielded that service quality and customer trust jointly exert a significant influence on customer satisfaction. Meanwhile, service quality has a significant individual impact on customer satisfaction, and customer trust has a significant individual impact on customer satisfaction. This research underscores the importance of service quality and customer trust in fostering customer satisfaction. PT. Bank Aceh Syariah KPO Banda Aceh should continuously strive to improve service quality and build customer trust to enhance customer satisfaction.==============================================================================================================Kepuasan nasabah merupakan faktor penting dalam perbankan syariah. Kualitas pelayanan dan kepercayaan nasabah diyakini dapat meningkatkan kepuasan nasabah. Penelitian ini bertujuan untuk mengungkapkan pengaruh kualitas pelayanan dan kepercayaan nasabah terhadap kepuasan nasabah di PT. Bank Aceh Syariah KPO Banda Aceh. Penelitian ini menggunakan pendekatan kuantitatif dengan populasi seluruh nasabah di PT. Bank Aceh Syariah KPO Banda Aceh. Sampel diambil menggunakan teknik accidental sampling. Data dikumpulkan melalui kuesioner dengan skala Likert yang telah diuji validitas dan reliabilitasnya. Analisis data menggunakan uji validitas, reliabilitas, asumsi klasik, korelasi, regresi linear sederhana dan berganda. Hasil penelitian menunjukkan bahwa kualitas pelayanan dan kepercayaan nasabah secara bersama-sama berpengaruh signifikan terhadap kepuasan nasabah. Secara parsial, kualitas pelayanan berpengaruh signifikan terhadap kepuasan nasabah, dan kepercayaan nasabah berpengaruh signifikan terhadap kepuasan nasabah. Penelitian ini menunjukkan bahwa kualitas pelayanan dan kepercayaan nasabah penting untuk meningkatkan kepuasan nasabah. PT. Bank Aceh Syariah KPO Banda Aceh perlu terus meningkatkan kualitas pelayanan dan membangun kepercayaan nasabah untuk meningkatkan kepuasan nasabah.