Abdurrahman, Zayd Ilyasa (2026) PENGARUH KUALITAS LAYANAN, CITRA BANK, DAN BIAYA LAYANAN TERHADAP KEPUASAN NASABAH DENGAN KEPERCAYAAN SEBAGAI VARIABEL MEDIASI (Studi Pada Bank Syariah Indonesia di Kota Serang). S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study aims to analyze the effect of service quality, bank image, and service costs on customer satisfaction, with trust as a mediating variable, at Bank Syariah Indonesia (BSI) in Serang City. This research is motivated by the persistence of customer dissatisfaction with BSI’s branch-level services, despite the bank’s significant growth at the national level. The study employs a quantitative approach using a survey method. Data were collected through questionnaires distributed to BSI customers in Serang City and analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with the assistance of SmartPLS software. The results indicate that service quality and bank image have a positive and significant effect on customer satisfaction, both directly and indirectly through trust. Meanwhile, service costs do not have a significant effect on either customer satisfaction or trust. These findings suggest that customers place greater emphasis on service-related factors and trust rather than on the amount of service costs incurred. This study implies that efforts to improve customer satisfaction at BSI should focus on enhancing service quality and strengthening customer trust, rather than relying solely on service cost policies.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan, citra bank, dan biaya layanan terhadap kepuasan nasabah dengan kepercayaan sebagai variabel mediasi pada Bank Syariah Indonesia (BSI) di Kota Serang. Penelitian ini dilatarbelakangi oleh masih ditemukannya ketidakpuasan nasabah terhadap layanan BSI di tingkat cabang, meskipun secara nasional BSI menunjukkan pertumbuhan yang signifikan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei. Data dikumpulkan melalui kuesioner yang disebarkan kepada nasabah BSI di Kota Serang dan dianalisis menggunakan metode Partial Least Squares–Structural Equation Modeling (PLS-SEM) dengan bantuan perangkat lunak SmartPLS. Hasil penelitian menunjukkan bahwa kualitas layanan dan citra bank berpengaruh positif dan signifikan terhadap kepuasan nasabah, baik secara langsung maupun melalui kepercayaan. Sementara itu, biaya layanan tidak berpengaruh signifikan terhadap kepuasan maupun kepercayaan nasabah. Temuan ini mengindikasikan bahwa nasabah lebih menekankan aspek layanan dan rasa percaya dibandingkan besaran biaya yang dikeluarkan. Penelitian ini memberikan implikasi bahwa peningkatan kepuasan nasabah BSI perlu difokuskan pada perbaikan kualitas layanan dan penguatan kepercayaan, bukan hanya pada kebijakan biaya layanan semata. | |||||||||
| Uncontrolled Keywords: | kualitas layanan, citra bank, biaya layanan, kepercayaan, kepuasan nasabah. service quality, bank image, service costs, trust, customer satisfaction. | |||||||||
| Subjects: | H Social Sciences > HG Finance | |||||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > Program Sarjana Ekonomi Syariah |
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| Depositing User: | mr zayd ilyasa abdurrahman | |||||||||
| Date Deposited: | 13 Mar 2026 03:03 | |||||||||
| Last Modified: | 13 Mar 2026 03:03 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/59271 |
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