Pengaruh trust, service quality, functional value dan emotional value terhadap customer satisfaction pada nasabah bank Mandiri di kota Raha, Sulawesi Tenggara

Sutanto, Frilianti Renata Arsel (2022) Pengaruh trust, service quality, functional value dan emotional value terhadap customer satisfaction pada nasabah bank Mandiri di kota Raha, Sulawesi Tenggara. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh Trust, Service Quality, Functional Value, dan Emotional Value terhadap Customer Satisfaction pada nasabah Bank Mandiri di Kota Raha, Sulawesi Tenggara. Karena dewasa ini pengaruh globalisasi yang terjadi menjadikan berbagai sektor bisnis mengalami perkembangan yang semakin baik, sehingga masing-masing lihu ni bisnis harus bersaing untuk memberikan yang terbaik untuk kepuasan pelanggan. Metode penelitian yang digunakan dalam penelitian ini menggunakan kuisioner dan menggunakan analisis regresi linier berganda serta menggunakan sampel nasabah Bank Mandiri di Kota Raha. Hasil dari penelitian ini menunjukkan bahwa Emotional Value dan Service Quality, berpengaruh terhadap Customer Satisfaction. Sedangkan Trust, dan Emotional Value tidak berpengaruh terhadap Customer Satisfaction. Sehingga perusahaan dapat lebih memperhatikan kepuasan nasabah yang dilihat dari berbagai aspek terlebih pada Emotional Value dan Service Quality agar dapat tetap bertahan di dunia persaingan bisnis yang semakin pesat saat ini. / This study aims to determine the effect of Trust, Service Quality, Functional Value, and Emotional Value on Customer Satisfaction at Bank Mandiri customers in Raha City, Southeast Sulawesi. Because today the influence of globalization that occurs makes various business sectors experience better development, so that each business sector must compete to provide the best for customer satisfaction. The research method used in this study uses a questionnaire and uses multiple linear regression analysis and uses a sample of Bank Mandiri customers in Raha City. The results of this study indicate that Emotional Value and Service Quality have an effect on Customer Satisfaction. Meanwhile, Trust and Emotional Value have no effect on Customer Satisfaction. So that the company can pay more attention to customer satisfaction which is seen from various aspects, especially on Emotional Value and Service Quality in order to survive in the world of business competition which is increasingly rapidly today.

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