Pengaruh Kualitas Layanan, Kualitas Produk, Dengan Kepercayaan Sebagai Variabel Moderasi Terhadap Kepuasan Nasabah

Studi Kasus pada PT. Bank Syariah Indonesia (Persero)Tbk. Cabang Palembang

Abstract

This study aims to determine the effect of service quality, product quality, with trust as a moderating variable
on customer satisfaction. Respondents in this study were customers at PT. Bank Syariah Indonesia (Persero) Tbk.
Palembang Branch. This study uses two testing methods, namely simple regression analysis and Moderated Regression
Analysis (MRA). The first hypothesis, Service Quality has a positive and significant effect on Customer Satisfaction.
The calculated F value is 88,528 with a Sig value. = 0.000 < 0.05. The linearity standard is met. The second
hypothesis, Product Quality has a positive and significant effect on Customer Satisfaction. The calculated F value is
93,683 with a Sig value. = 0.000 < 0.05. The linearity standard is met. The third hypothesis, the RSquare value in the first
regression equation is 0.475 or 47.5%. The second regression equation after the moderating variable (Trust), the
RSquare value increased to 0.552 or 55.2%. In conclusion, the Trust variable can strengthen the influence of the
Service Quality variable on the Customer Satisfaction variable. The fourth hypothesis, the RSquare value in the first
regression equation is 0.489 or 48.9%. The second regression equation after the moderating variable (Trust), the
RSquare value increased to 0.593 or 59.3%. In conclusion, the Trust variable can strengthen the influence of the
Product Quality variable on the Customer Satisfaction variable.