Pengaruh Kualitas Layanan, Kepercayaan, dan Citra Perusahaan terhadap Kepuasan Nasabah Pengguna Branchless Banking (Studi Kasus Bank CIMB Niaga Kantor Cabang Pinangsia Tangerang)

Abstract

The purpose of this research is to test, analyzing and find out the effect of service quality, trust, and corporate image on the customer satisfaction of Branchless Banking CIMB Niaga use. The sampling technique used in this research is nonprobability sampling by accidental sampling using a quantitative approach by distributing questionnaires to 100 respondents of customers CIMB Niaga Bank. The data analysis method used in this research is multiple regression analysis. For operational variables using the Likert scale method of validity used a computer measuring instrument that is SPSS 26.0. The results showed that all independent variables have a simultaneous effect on the customer satisfaction of Branchless Banking CIMB Niaga usage positively and also have a positive effect on the customer satisfaction of Branchless Banking CIMB Niaga usage. Thus, service quality, trust, and corporate image have a positive effect and significance on the customer satisfaction of Branchless Banking CIMB Niaga usage. Penelitian ini bertujuan untuk menguji, menganalisis serta mengetahui pengaruh langsung kualitas layanan, kepercayaan dan citra perusahaan terhadap kepuasan nasabah pengguna Branchless Banking CIMB Niaga. Teknik pengambilan sampel menggunakan nonprobability sampling dengan cara accidental sampling, pendekatan kuantitatif dilakukan dengan cara menyebarkan kuesioner kepada 100 responden nasabah Bank CIMB Niaga Metode analisis data yang digunakan adalah analisis regresi linear berganda dan untuk variabel operasional menggunakan skala Likert dengan bantuan SPSS 26.0. Hasil penelitian menunjukkan bahwa semua variable independent secara bersama-sama berpengaruh positif dan signifikan secara individual terhadap kepuasan nasabah pengguna Branchless Banking.