AGUSTINANDA, JARLEST ANDINI (2020) ANALISIS PENGARUH KEPERCAYAAN, FASILITAS DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN (Studi Kasus pada Konsumen PT Finansia Multi Finance Cabang Kota Tangerang). S1 thesis, Universitas Mercu Buana.
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Abstract
This study aims to analyze the effect of trust, facilities, service quality on customer satisfaction. The population in this study were 145 respondents of PT. Finansia Multi Finance Tangerang City Branch, calculated based on the Slovin formula. The sampling method uses purposive sampling, the data collection method uses the survey method, with the research instrument being a questionnaire. Data analysis method uses Partial Least Square. This research proves that trust has a positive and significant effect on customer satisfaction. Facilities a positive and significant effect on customer satisfaction. Quality of service has a negative and not significant effect on customer satisfaction. Keywords: Trust, Facilities, Service Quality, Customer Satisfaction. Penelitian ini bertujuan untuk menganalisis pengaruh kepercayaan, fasilitas, kualitas pelayanan terhadap kepuasan pelanggan. Populasi dalam penelitian ini adalah 145 responden PT. Finansia Multi Finance Cabang Kota Tangerang, dihitung berdasarkan purposive sampling. Metode penarikan sampel menggunakan Survey Mongkey, metode pengumpulan data menggunakan metode survei, dengan instrumen penelitian adalah kuesioner. Metode analisis data menggunakan Partial Least Square. Penelitian ini membuktikan bahwa kepercayaan berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Fasilitas berpengaruh positif dan signifikan terhadap kepuasan pelanggan. Kualitas pelayanan berpengaruh negatif dan tidak signifikan terhadap kepuasan pelanggan. Kata Kunci : Kepercayaan, Fasilitas, Kualitas Pelayanan, Kepuasan Pelanggan.
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