relation: https://eprints.untirta.ac.id/59271/
title: PENGARUH KUALITAS LAYANAN, CITRA BANK, DAN BIAYA  LAYANAN TERHADAP KEPUASAN NASABAH DENGAN KEPERCAYAAN  SEBAGAI VARIABEL MEDIASI  (Studi Pada Bank Syariah Indonesia di Kota Serang)
creator: Abdurrahman, Zayd Ilyasa
subject: HG Finance
description: 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.
date: 2026
type: Thesis
type: NonPeerReviewed
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language: en
identifier: https://eprints.untirta.ac.id/59271/1/ZAYD%20ILYASA%20ABDURRAHMAN_5554220049_FULL%20TEXT.pdf
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language: en
identifier: https://eprints.untirta.ac.id/59271/2/Zayd%20Ilyasa%20Abdurrahman_5554220049_CP.pdf
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identifier: https://eprints.untirta.ac.id/59271/3/ZAYD%20ILYASA%20ABDURRAHMAN_5554220049_01.pdf
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identifier: https://eprints.untirta.ac.id/59271/4/ZAYD%20ILYASA%20ABDURRAHMAN_5554220049_02.pdf
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identifier: https://eprints.untirta.ac.id/59271/5/ZAYD%20ILYASA%20ABDURRAHMAN_5554220049_03.pdf
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identifier: https://eprints.untirta.ac.id/59271/6/ZAYD%20ILYASA%20ABDURRAHMAN_5554220049_04.pdf
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identifier: https://eprints.untirta.ac.id/59271/7/ZAYD%20ILYASA%20ABDURRAHMAN_5554220049_05.pdf
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identifier: https://eprints.untirta.ac.id/59271/8/ZAYD%20ILYASA%20ABDURRAHMAN_5554220049_REFF.pdf
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language: en
identifier: https://eprints.untirta.ac.id/59271/9/ZAYD%20ILYASA%20ABDURRAHMAN_5554220049_LAMP.pdf
identifier:   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.