PENGARUH FASILITAS, KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH PADA PT BANK RAKYAT INDONESIA KANTOR CABANG SAMARINDA 2 --

ABSTRAK
Alvilia, 2021 “Pengaruh Fasilitas, Kualitas Pelayanan dan Kepercayaan Terhadap Kepuasan Nasabah Pada PT Bank Rakyat Indonesia Kantor Cabang Samarinda 2” Jurusan Akuntansi, Program Studi Keuangan dan Perbankan, Politeknik Negeri Samarinda. Di bawah bimbingan Bapak Marwanto, S.E., Akt., M.Si., selaku Dosen Pembimbing pertama dan Ibu Dra. Indah Agustini Tri Utami, M.Si., selaku Dosen Pembimbing kedua. Tujuan penelitian ini adalah untuk mengetahui fasilitas, kualitas pelayanan dan kepercayaan terhadap kepuasan nasabah di PT Bank Rakyat Indonesia Kantor Cabang Samarinda 2 baik secara parsial maupun secara simultan. Metode pengumpulan data menggunakan kuesioner yang diukur dengan Skala Likert. Metode analisis data diuji dengan Statistical Product And Service Solution (SPSS). Jumlah sampel penelitian sebanyak 100 responden. Alat analisis yang digunakan adalah uji validitas, uji reliabilitas, uji normalitas, uji multikolinearitas, uji heteroskedastisitas, analisis regresi linear berganda, uji t, uji F dan uji R2. Hasil penelitian menunjukkan bahwa secara parsial fasilitas, kualitas pelayanan dan kepercayaan berpengaruh positif dan signifikan terhadap kepuasan nasabah. Secara simultan fasilitas, kualitas pelayanan dan kepercayaan berpengaruh positif dan signifikan terhadap kepuasan nasabah dengan nilai signifikansi sebesar 0,000 < 0,05.
Kata kunci : Fasilitas, Kualitas Pelayanan, Kepercayaan, Kepuasan Nasabah
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ABSTRACT
Alvilia, 2021 "The Effect of Facilities, Service Quality and Trust on Customer Satisfaction at PT Bank Rakyat Indonesia Samarinda Branch Office 2" Department of Accounting, Finance and Banking Study Program, Samarinda State Polytechnic. Under the guidance of Mr. Marwanto, S.E., Akt., M.Si., as the first Supervisor and Mrs. Dra. Indah Agustini Tri Utami, M.Si., as the second Advisor. The purpose of this study was to determine the facilities, service quality and trust in customer satisfaction at PT Bank Rakyat Indonesia Samarinda Branch Office 2 both partially or simultaneously. The data collection method using a questionnaire measured by a Likert scale. The data analysis method were tested by Statistical Product and Service Solution (SPSS). The number of research samples were 100 respondents. The analytical tools used are validity test, reliability test, normality test, multicolinearity test, heteroscedasticity test, multiple linear regression analysis, t test, F test and R2 test. The results showed that partially facilities, service quality and trust had a positive and significant effect on customer satisfaction. Simultaneously facilities, service quality and trust have a positive and significant effect on customer satisfaction with a significance value of 0.000 < 0.05.
Keywords: Facilities, Service Quality, Trust, Customer Satisfaction