The Effect of Service Quality, Company Image and
Trust on Customer Satisfaction of Muamalat Bank
Tommy Anggoro1, Subur Karyatun2, Kumba
Digdowiseiso3*
Faculty
of Economics and Business,
Universitas Nasional, Indonesia1,2,3
Email:
[email protected]1, [email protected]2,
k[email protected]3*
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ABSTRACT |
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Service Quality,
Company Image, Trust, Customer
Satisfaction. |
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This
study aims to address the existing research gap by investigating the impact
of service quality, company image, and trust on customer satisfaction at Bank
Muamalat Fatmawati branch, South Jakarta. The sample comprises 100
respondents who are customers of the mentioned branch. Primary data was
collected through the distribution of questionnaires, and the data analysis
utilized inferential analysis, employing multiple linear regression via the
Statistical Product and Service Solution (SPSS) version 23.0 program. The
results of the multiple linear regression analysis reveal that the service
quality variable has a positive and significant influence on customer
satisfaction at Bank Muamalat Fatmawati branch, South Jakarta. Similarly, the
corporate image variable exhibits a positive and significant impact on
customer satisfaction at the same branch. Additionally, the variable of trust
demonstrates a positive and significant influence on customer satisfaction at
Bank Muamalat Fatmawati branch, South Jakarta. |
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INTRODUCTION
A thing that is an
indicator to see the progress of a country seen from its business. In the
business field, of course, many companies are found that are born from various
fields. Starting from agriculture, animal husbandry, trade, industry, financial
institutions and so on. Generally, financial institutions are known to have two
forms, namely financial institutions in the form of banking and non-banking.
One of the growing financial institutions now is Sharia banks. Islamic banking
is included in the type of banking that carries out its business activities as
based on Islamic law. Islamic banking activities include channeling funds,
raising funds and services (Khotia Harahap and Siregar, 2021: 69).
The development of
Islamic banking has caused many different things to emerge, most of which are
related to efforts to determine prices and rewards for funds utilized. This
type of banking is included in intermediation institutions that carry out the
provision of financial services to the public where all activities are carried
out in accordance with ethics and Islamic law, which in the end is free from
the element of interest, free from activities full of non-productive
speculation for example gambling, free from activities that cause doubt, free
from unauthorized problems and only carries out financing for various
businesses that are halal. in its operations, this bank gives and charges
rewards against sharia principles for its sales and purchases as well as
revenue sharing which in the end this bank is often equated with banks that
have no interest (Lubis, 2010: 101).
This Islamic
banking is a bank that implements the implementation of the sharia system whose
development occurs rapidly in tandem with the increase of customers in the
banking mentioned earlier. This banking has a characteristic, namely the
principle of revenue sharing.
As based on the
principles mentioned earlier, banks have the function of being an optimal
partner with their savers or with entrepreneurs who carry out loans against
their funding. Through the saving party, the bank will issue the act of being
the party that manages the funding, and related to the party that lends the
funds, the bank becomes the party that bears the funding.
In this nation,
the party that pioneered Islamic banking is Bank Muamalat Indonesia. This
banking was established in 1991 due to the idea of MUI, ICMI and other mulim
entrepreneurs who were subsequently supported by the government of this nation.
Which finally on 27 shawwal 1412 H or May 1, 1992 Bank Muamalat started its
operational activities.
The public's
interest in becoming customers in Islamic banking is quite large. The statement
mentioned earlier is known from the many Islamic banks that stand in this
nation. Knowledge was obtained that banks that were originally classified as
conventional now provide banking systems that adhere to Islamic law, such as
Bank Danamon Syariah, Bank BNI Syariah, Bank BRI Syariah, Bank BCA Syariah,
Bank Mandiri Syariah, and many other Sharia banks (Oktaviani Satriyanti, 2012:
172).
Through Islamic
banking which is quite a lot, this causes competition that occurs so tightly in
the market. Therefore, Bank Muamalat is expected to compete with its
competitors in terms of providing optimal service quality, maintaining a good
corporate image in the eyes of the public or consumers, can provide trust to
customers where in the end customers feel safe using Bank Muamalat's services
and the most important thing is to be able to provide satisfaction to Bank
Muamalat customers. Because customer satisfaction is the main thing that should
not be ignored. Where customer satisfaction is included in an important aspect
to maintain customers always to be loyal to the product and not turn away from
competitors. As a survey conducted by Top Brand Award where three parameters
were found to measure Top Brand, namely, Top of Mind, Last Usage &; Future
Intentions. Here are the Top brands in the Sharia Savings category from 2017 –
2021 phase 1:
Table 1. Top Brand Index
Tahun 2019 – 2021
|
BRAND |
TBI 2019 |
TBI 2020 |
TBI 2021 |
|
|
BRI Sharia |
29.1% |
29.5% |
29.2% |
TOP |
|
BNI Syariah |
20.0% |
19.6% |
22.6% |
TOP |
|
Mandiri Syariah (BSM) |
21.2% |
20.3% |
19.9% |
TOP |
|
BCA Syariah |
15.4% |
11.2% |
12.6% |
|
|
Bank Muamalat |
4.7% |
3.3% |
4.2% |
|
Sumber: Top Brand Index. 2021.
As based on Table
1. previously gave clues that Bank Muamalat experienced fluctuating charts from
2019 to 2021. In 2019 Bank Muamalat controlled the market share with a
percentage of 4.7%. And related to the following year, Bank Muamalat
experienced a decrease in its value of 1.4%, from 4.7% to 3.3%. However, in
2021, Bank Muamalat experienced an increase in its value of 0.9%, from 3.3% to
4.2%. As a survey conducted by the Top Brand Award with three parameters set,
Bank Muamalat is in the fifth position of the Top Brand Index where Bank
Muamalat's market share is still unable to compete with a comparison of the
five Islamic banks in the Top Brand position. The things mentioned earlier give
a hint that the existence of Bank Muamalat is still inferior to its
competitors. Where Customer Satisfaction is the most important factor to seize
market share from major competitors.
In addition, the
number of customers of Bank Muamalat Fatmawati Branch in South Jakarta in the
period 2019 to 2021 is attached.
Table 2. Data on the
Number of Customers of Bank Muamalat Fatmawati Branch South Jakarta
|
Year |
Number
of Customers |
Percentage
increase/decrease |
|
2019 |
25.259 |
0.00% |
|
2020 |
24.410 |
-3.36% |
|
2021 |
20.978 |
-14.06% |
Source: Bank
Muamalat Fatmawati Branch.
As based on Table 2 earlier, it indicates that the
number of customers at Bank Muamalat, Fatmawati Branch Office from 2019 to 2021
always shows results that decrease every year. In 2019, the number of customers
of Bank Muamalat Fatmawati Branch amounted to 25,259 customers. In 2020, the
number of customers showed a decrease in results, the amount of which was 3.36%
or lost 849 customers. In 2021, Bank Muamalat Fatmawati Branch Office showed a
decrease in results, the amount of which was 14.06% or lost 3,432 customers.
The number of customers who always decrease from year to year can be influenced
by customer satisfaction, when customers feel satisfied then customers will
always be loyal to the company. So Bank Muamalat Fatmawati Branch must
implement a good marketing strategy, where Bank Muamalat Fatmawati Branch must
be able to improve Service Quality, maintain the company's image and provide
trust in order to create Customer Satisfaction which will have a big impact on
the company to retain its customers.
In line with the
explanation given by Zulkarnain (2020), the satisfaction of a customer or
customer has a major contribution to a number of important aspects, such as the
creation of loyalty from its customers, an increase in company reputation, a
reduction in price elasticity, a reduction in financing issued for future
transactions and an increase in efficiency and productivity Staff. The facts on
the ground provide clues that withdrawing customers results in a much more
expensive value compared to defending customers in the present time which will
also lead to an increase in customer attention and satisfaction.
It is said that
one of the factors that can influence Customer Satisfaction is Service Quality
(Meilani: 2019). In line with the explanation given by Kotler &; Keller
(2012: 13) Service Quality is the totality of features and characteristics of
products or services that depend on their skills in providing satisfaction with
stated or implied needs.
Customer
satisfaction can be influenced by the company's image (Mulyaningsih and
Atmosphere: 2016). In line with the explanation given by Soemirat and Adianto
(2007) that the image of the company is the feelings, impressions and images of
the community towards a company, an impression that is intentional to be formed
on an object, individual or institution. The company's image is needed to
influence the thinking of its customers by mixing public relations,
advertising, physical form, word of mouth and various actual experiences while
using an item or service (Adiyanto and alvi, 2020: 114)
In line with the
explanation given by Kotler (2002: 40) "trust is a descriptive idea held
by someone related to something. Beliefs may be based on knowledge and opinion.
Trust is included in the level of consumer certainty when his thoughts are clarified
by remembering the repeated ones of market participants and their friends.
Trust can drive intent to purchase or use a product by removing doubt."
This trust
involves an individual's willingness to act as predetermined because of the
confidence that his partner will give what he expects and an expectation that
the individual has that the agreement or statement of other individuals can be
trusted (Barnes, 2003: 149).
As based on
previous background understanding, the author is interested in carrying out
research entitled "The Effect of Service Quality, Company Image and Trust
on Customer Satisfaction at Bank Muamalat Fatmawati South Jakarta Branch".
This study aims to
identify the influence of service quality, company image, and trust on customer
satisfaction at Bank Muamalat Fatmawati Branch, South Jakarta. The research
question involves the extent to which service quality, company image, and trust
contribute to customer satisfaction. The purpose of this study includes an
analysis of the influence of each of these variables. The benefits involve
contributions to the academic world as a reference for further research, while
for the management of Bank Muamalat Fatmawati Branch South Jakarta, the
research results are expected to provide input and recommendations for
development and decision making related to increasing customer satisfaction.
METHODS
This study used a
quantitative approach with an analytical research design. The study population
involved customers of Bank Muamalat, Fatmawati Branch Office, South Jakarta. A
sample of 100 respondents was selected using a simple random sampling technique.
The instrument used is a questionnaire with a Likert scale to measure variables
of service quality, company image, trust, and customer satisfaction. Data were
collected through surveys using cross-sectional methods, and data analysis was
performed using multiple linear regression.
The validity and
reliability of the instrument are tested using validity tests and reliability
tests. Descriptive analysis is used to detail the characteristics of
respondents, whereas inferential analysis involves multiple linear regression.
Classical assumption tests, such as normality, multicollinearity,
autocorrelation, and heterokedasticity tests, are applied to ensure the
feasibility of the model. The F test and t test are used to test the
significance of the influence of the independent variable on the dependent
variable. Thus, this study combines various methods and statistical analysis
techniques to investigate the effect of service quality, company image, and
trust on customer satisfaction of Bank Muamalat Fatmawati Branch South Jakarta.
RESULTS
Instrument
testing in this study involves validity tests and reliability tests to ensure
that the questionnaire used as a research instrument has an adequate level of
validity and reliability. At the validity test stage, the results showed that
each statement in each research variable, such as Service Quality (X1), Company
Image (X2), Trust (X3), and Customer Satisfaction (Y), was declared valid
because the calculated value was greater than the table. In other words, the
questionnaire items had a significant correlation with the total score.
Furthermore, at
the reliability test stage, the results showed that Cronbach's Alpha value for
each research variable also met the reliability criterion, which was more than
0.6. Thus, it can be concluded that the questionnaire used can be relied upon
in measuring the construct measured by each research variable, such as Service
Quality, Company Image, Trust, and Customer Satisfaction.
Overall, the
instrument test process showed that the questionnaire used in this study was
valid and reliable, providing a solid basis for continuing data analysis and
hypothesis testing in research on customer satisfaction of Bank Muamalat
Fatmawati Branch South Jakarta.
Classical
Assumption Test
Normality Test.
The
Normality Test is used to gain an understanding related to population
distribution, whether it follows a theoretical distribution (normal, poisson,
or uniform), which aims to test whether in a regression model, bound variables
and independent variables both have normal distributions. The distribution data
is said to be normal when the significance value level is > 0.05 and when
the opposite is < 0.05 it is said to be abnormal. Normality test in this
study with One Sample Kolmogorov–Smirnov Test. Below is a table of results
from the Normality Test in this study:
Table 3. One-Sample
Kolmogorov-Smirnov Test
|
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Unstandardized
Residual |
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N |
|
100 |
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Normal
Parametersa,b |
Mean |
.0000000 |
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|
Std. Deviation |
2.92455998 |
|
Most
Extreme Differences |
Absolute |
.068 |
|
Positive |
.058 |
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Negative |
-.068 |
|
Test
Statistic |
.068 |
|
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Asymp.
Sig. (2-tailed) |
.200c,d |
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a. Test distribution is Normal. |
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b. Calculated from data. |
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c. Lilliefors Significance
Correction. |
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d. This is a lower bound of the true
significance. |
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Source
: Classical Assumption Test output data. Processed 2022
Judging from the
results of the Sig value obtained whose value is 0.200 which is interpreted in
the formulation of the hypothesis in this study: when Sig < 0.05, then Ho is
rejected, when Sig > 0.05, then Ho is accepted.
As based on the
hypothesis mentioned earlier, it can be said that the results of the normality
test as based on the Significance value are 0.200 > 0.05. So Ho accepted,
which was concluded that the population distribution or Customer Satisfaction
results derived from Service Quality, Company Image and Trust were normally
distributed, at a significance level of 0.05.
Multicollinearity
Test
Multicollinearity
is a condition in which between two or more independent variables in the
regression model there is a linear relationship that is perfect or close to
perfect. The multicollinearity test aims to test whether the regression model
found a correlation between independent variables. A good regression model
should be free of multicollinearity or no correlation between independent
variables.
The following is a
table of results from the multikoinearity test by looking at the results in the
Toelrance and VIF columns below:
Tabel 4. Output Uji
Multikolinearitas Coefficientsa
|
Model |
Collinearity Statistics |
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Tolerance |
BRIGHT |
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1 |
Quality
of Service |
.606 |
1.649 |
|
|
Corporate
image |
.647 |
1.547 |
|
|
Belief |
.552 |
1.812 |
|
a. Dependent Variable: Customer
Satisfaction |
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Source
: Multicollinearity output data. Processed 2022.
As based on the
results of the previous Coefficient table,
the value of variance inflation factor (VIF)
is below 10 for all variables X, 1, X2, and X3, namely; on Quality of Service whose
value is 1.649 then on the variable Image of the company whose value is 1.547
and on the variable Trust is worth 1.812.
Then the results
of the tolerance value for all each variable are: on the variable Service
quality (X1) = 0.606 > 0.10 then on the variable Company Image (X2) = 0.647
> 0.10 and for the variable Trust (X3) = 0.552 > 0.10.
As based on the
results mentioned earlier, it can be concluded that the regression equation
model between independent variables is not found multicollinearity.
The Automobile
In the
autocorrelation test in this study aims to see whether in this model there is a
problem of deviation in autocorrelation, namely there is a strong correlation
in an observation between one and another. Because the regression model is said
to be good is when it has no problems in autocorrelation, when it has problems
in autocorrelation, the model is not good to be used in research. Below is a
table of results from autocorrelation test research in research.
Tabel 5. Model Summaryb
|
Model |
R |
R Square |
Adjusted
R Square |
Std. Error of the Estimate |
Durbin-Watson |
|
1 |
.605a |
.366 |
.346 |
2.970 |
2.170 |
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a. Predictors: (Constant), Trust,
Corporate image, Quality of Service |
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b. Dependent Variable: Customer
Satisfaction |
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Judging from the
results of the previous table, it is known that the value of Durbin-Watson is
the magnitude of the value is 2.170 in the area where there is no
autocorrelation, because as based on the formulation of the theory used in this
study, in the DW table sig level 0.05, in this study the value of N is =100
with the value (K) is =3 then the value of the DL table is = 1.6131. and the
value of DU is = 1.7364 and at the value of (4 – DL) = 2.3869. And the value (4
– DU) = 2.2636.
As based on the
results obtained the DW value is 2.170, the DW value lies in DU and (4 – DU), =
1.7364 < 2.170 < 2.2636. So in this study the regression model was stated
either because it was not found or was in the area of autocorrelation in the model.
Heteroscedasticity
Test
In
heteroscedasticity testing, good regression should not occur
heteroscedasticity, and also aims to test whether in the regression model there
is an inequality of variance from the residual of one observation to another
observation that remains then called homokedasticity, and when different is
called heterokedasticity. A good regression model is homokedasticity, or
heterokedasticity does not occur. In this study, researchers used the
Heteroscedasticity Test with the Spearman's rho correlation coefficient test.
The results of
heterokedasticity testing with Spearman's rho will be studied below
Table 6. Heterokedasticity
Test
|
|
Unstandardized
Residual |
Quality of Service |
Corporate image |
Belief |
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Spearman'
s rho |
Unstandardized
Residual |
Correlation
Coefficient |
1.000 |
.048 |
.071 |
.033 |
|
|
Sig.
(2-tailed) |
. |
.634 |
.481 |
.743 |
|
|
|
N |
100 |
100 |
100 |
100 |
|
|
Quality
of Service |
Correlation
Coefficient |
.048 |
1.000 |
.536** |
.553** |
|
|
|
Sig.
(2-tailed) |
.634 |
. |
.000 |
.000 |
|
|
|
N |
100 |
100 |
100 |
100 |
|
|
Corporate
image |
Correlation
Coefficient |
.071 |
.536** |
1.000 |
.578** |
|
|
|
Sig.
(2-tailed) |
.481 |
.000 |
. |
.000 |
|
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|
N |
100 |
100 |
100 |
100 |
|
|
Belief |
Correlation
Coefficient |
.033 |
.553** |
.578** |
1.000 |
|
|
|
Sig.
(2-tailed) |
.743 |
.000 |
.000 |
. |
|
|
|
N |
100 |
100 |
100 |
100 |
|
Sumber : Output
SPSS. Data diolah 2022.
As based on the
results of the previous table, it is interpreted that the correlation between
the variable of Service Quality and unstandardized residual obtained a value of
significance of more than 0.05, which is
0.634, then the correlation between company image and unstandardized
residual, the value of significance is also more than 0.5, namely at 0.481 and
the correlation between the variable Trust and unstandardized residuals The result of the signification figure is
also more than 0.05, which is 0.743. As based on the results mentioned earlier,
it can be said that there is no problem of heterokedasticity.
Inferential Analysis
Multiple Linear Regression
Multiple linear
regression analysis is included in the form of analysis that discusses the
extent to which the influence of the independent variable (X) on the dependent
variable (Y). where the independent variables are Service Quality (X1), Company
Image (X2) and Trust (X3) and the dependent variable is Customer Satisfaction
(Y).
In processing the
data in this study using SPSS software, the output results are below:
Tabel 7. Output
Coefficients Multiple Linear Regression
|
Model |
Unstandardized Coefficients |
Standardized
Coefficients |
t |
Say. |
||
|
B |
Std.
Error |
Beta |
||||
|
1 |
(Constant) |
17.108 |
2.370 |
.236 |
7.218 |
.000 |
|
Quality
of Service |
.144 |
.064 |
2.265 |
.026 |
||
|
Corporate
image |
.187 |
.076 |
.249 |
2.465 |
.015 |
|
|
Belief |
.172 |
.079 |
.237 |
2.168 |
.033 |
|
Sumber : Output SPSS.
Coefficients,linear regression. Diolah 2022
The output shown
in table 7 earlier. So the regression equation is Y = 0.236 B1X1 + 0.249 B 2X2 +
0.237 B3X3.
The result of the
free variable coefficient of Service Quality whose value is 0.236 which means
when the variables of company image and trust are assumed to be fixed, then
every 1 point increase in Service Quality will influence increasing Customer
Satisfaction whose value is 0.236.
The regression
coefficient of corporate image of 0.249 means, when the value of Trust and
Service Quality is assumed to have no change, then every increase of 1 value in
the company's image will affect Customer Satisfaction whose value is 0.249.
The belief
regression coefficient is positive whose value is 0.237 which means that when
Service Quality and Trust are assumed to be fixed or constant, then every
increase of 1 score on trust will have a positive influence on increasing
Customer Satisfaction whose value is 0.237.
As based on the
results of the regression equation mentioned earlier, it is said that a
positive relationship was found between the independent variable and the
dependent variable. The largest contribution is found in the company image
factor which is seen in the standardized Coefficient Beta value column whose
value is 0.249. This means that the company's image factor becomes a factor
that needs more attention.
Test Model
Eligibility
To test the significance of the
effect between the independent variables Service Quality (X1), Company
Image (X2) and Trust (X3) on the variables tied to Customer Satisfaction (Y),
using the ANOVA test (Test f).The test results use a significance limit whose
value is 0.05 obtained the results below:
Tabel 8. ANOVA
|
Model |
Sum of Squares |
df |
Mean Square |
F |
Say. |
|
|
1 |
Regression |
488.088 |
3 |
162.696 |
18.446 |
.000b |
|
|
Residual |
846.752 |
96 |
8.820 |
||
|
|
Total |
1334.840 |
99 |
|
||
|
a. Dependent Variable: Customer
Satisfaction |
||||||
|
b. Predictors: (Constant), Trust,
Corporate image, Quality of Service |
||||||
As based on the
results of calculations assisted by the SPSS program, the Sig value is (0.000),
smaller than the alpha probability limit or the permissible error limit of 5%
(0.05). The meaning of the Sig value in the Anova table, the model is said to
be significant because it is below the specified alpha value limit of 0.000
< 0.05. Therefore, the feasibility test of the previously mentioned model is
accepted as based on the obtained significance value which is less than 0.05.
So it can be said
that in this study the model is said to be feasible to predict the dependent
variable and is used in this study as it is based on the value of Significance
obtained, meaning that all independent variables can explain any changes in the
value of the dependent variable because it has a significant influence.
Coefficient of Determination R2
The coefficient of
determination to analyze how strong the relationship and influence of variables
on this study is shown in the table below;
Tabel 9. Model Summaryb
|
Model |
R |
R
Square |
Adjusted
R Square |
Std.
Error of the Estimate |
|
1 |
.605a |
.366 |
.346 |
2.970 |
|
a. Predictors: (Constant), Trust,
Corporate image, Quality of Service |
||||
|
b. Dependent Variable: Customer
Satisfaction |
||||
The results in the
Model Summary table provide clues that the correlation coefficient number R is
0.605, this means that the relationship between independent and dependent
variables mentioned earlier is concluded that the relationship between
independent and dependent variables is quite strong even though it is still far
from the value of number 1.
While in the R
Square column is 0.366, this result means that the ability of the independent
variable to explain the variation of changes in the dependent variable whose
value is 36.6% and related to the rest whose value is 63.4% is explained by
other factors or variables outside the regression model analyzed.
Uji Hypoplant
This test is used
to gain an understanding related to the significance of the influence of
independent variables partially or individually on the dependent variable. The
influence mentioned earlier can be seen from the significance value obtained.
In order to gain an understanding related to whether Service Quality (X1), company image (X2) and Trust (X3) have a
significant influence on Customer Satisfaction (Y). The test results are below:
Table 10. Hypothesis Test
Results
Coefficientsa
|
Model |
Standardized
Coefficients |
|
|
|
Beta |
t |
Sig. |
|
|
Quality
of Service |
.236 |
2.265 |
.026 |
|
Corporate
image |
.249 |
2.465 |
.015 |
|
Belief |
.237 |
2.168 |
.033 |
|
a.
a.
Dependent Variable: Customer Satisfaction Source: SPSS Output. Data processed
2022. |
|||
As based on the
previous table 10, the conclusions of the results of the t test test are below:
a. Hypothesis testing
of service quality on customer satisfaction.
The results of table 10
can be explained that the influence of the Service Quality variable on Customer
Satisfaction is seen from a significance value smaller than 0.05, which is the
magnitude of the value is 0.026. So it is partially interpreted that the
quality of service has a significant influence on Customer Satisfaction.
b. Hypothesis Testing
of Corporate Image on Customer Satisfaction.
As based on the results
shown in table 10, it can be explained that the influence of the company image
variable on customer satisfaction seen from the significance value whose value
is 0.015 which is smaller than 0.05, it is partially interpreted that the
company's image has a significant influence on customer satisfaction.
c. Hypothesis Trust
hypothesis on customer satisfaction.
In the Coefficients table mentioned earlier, a
significance value is obtained whose magnitude is 0.033 < α 0.05). So the
hypothesis in this study can also be proven that Trust has a significant
influence on Customer Satisfaction.
Discussion
The
Effect of Service Quality on Customer Satisfaction
As
based on the results of research that the author has done, it is found that
there is a positive and significant influence between Service Quality and
Customer Satisfaction at Bank Muamalat Fatmawati Branch South Jakarta, meaning
that Service Quality can be used as a basis for predicting Customer
Satisfaction at Bank Muamalat Fatmawati Branch South Jakarta, this provides an
indication that Customer Satisfaction at Bank Muamalat Fatmawati Branch South
Jakarta influenced by Service Quality.
As
based on the results of hypothesis testing in this research analysis, it was
found that the significance value was smaller than the probability limit of the
error rate used, which was 5% (0.026 < α 0.05) which means that the Service
Quality variable has a positive and significant influence on Customer
Satisfaction. This positive influence means that when the Quality of Service
provided continues to be improved by the Bank's management to each customer
well, the possibility of making customers go to the stage of Satisfaction at
Bank Muamalat Fatmawati South Jakarta Branch can be realized.
The
findings of this study as in the theory of Kotler and Keller (2012: 13) service
quality is "the totality of features and characteristics of products or
services that depend on their ability to satisfy stated or implied needs".
In
addition, the results of this study also strengthen the results of research
conducted by Meilani (2019) which found that Service Quality has a significant
influence on Customer Satisfaction.
The Influence of Company Image on Customer
Satisfaction
As
based on the results of research that the author has done, it is obtained that
there is a positive and significant influence between the company's image on
customer satisfaction at Bank Muamalat Fatmawati Branch South Jakarta, meaning
that the company's image can be used as a basis for predicting customer
satisfaction at Bank Muamalat Fatmawati Branch South Jakarta, this indicates
that customer satisfaction at Bank Muamalat Fatmawati Branch South Jakarta is
influenced by Corporate image.
As
based on the results of hypothesis testing in this research analysis, it was
found that the value was significantly smaller than the probability limit of
the error rate used, namely 5% = (0.015 < 0.05) which means that the
company's image variable has a positive and significant influence on Customer
Satisfaction. This positive influence can be interpreted when the company can
always maintain a good image in the eyes of the public and its customers, it
can increase satisfaction with the customers of Bank Muamalat Fatmawati Branch
South Jakarta.
The
findings of this study as in theory, Kotler and Keller (2009: 299) Corporate
image is "public perception of the company related to business name,
architecture, variations of products, traditions, ideologies and impressions on
the quality communicated by each employee who interacts with the organization's
clients".
In
addition, the results of this study also strengthen the results of research
conducted by Apren and Sugianta (2020), in the results of their research that
the company's image has a positive and significant influence on Bank BTPN Tbk
Medan Branch Customer Satisfaction.
The Effect of Trust on Customer
Satisfaction
As
based on the results of research that the author has done, it is obtained that
there is a positive and significant influence between Trust on Customer
Satisfaction at Bank Muamalat Fatmawati Branch South Jakarta, meaning that
Trust can be used as a basis for predicting Customer Satisfaction at Bank
Muamalat Fatmawati Branch South Jakarta, this provides an indication that
Customer Satisfaction at Bank Muamalat Fatmawati Branch South Jakarta is
influenced by Belief.
As
based on the results of hypothesis testing in the analysis, it was found that
the level is significant (0.030 < 0.05) which means that trust has a
significant influence on customer satisfaction. This positive influence means
that when a brand positions itself with a good image, the more customers are
more interested because the brand they choose can be trusted which in the end
can improve nasasbha towards satisfaction with the brand mentioned earlier.
The
findings of this study are as in theory, Trust is a belief that the statements
of other parties can be relied on to fulfill their obligations (Tjiptono 2014).
The results of this study also corroborate the results of previous research
conducted by Purwa and Ardani (2017), in the results of their research stated
that Trust gained a positive and significant influence on Customer
Satisfaction.
CONCLUSION
Based on the results of research that examines the
influence of service quality, company image, and trust on customer satisfaction
at Bank Muamalat Fatmawati Branch South Jakarta, it is concluded that service
quality, company image, and trust have a positive and significant influence on
customer satisfaction. Therefore, it is recommended that management improve
service quality, maintain and improve the company's image, and continue to
strengthen customer trust. This improvement can be done by providing communicative
services, maintaining the company's image, and paying attention to customer
needs and desires. Future research may consider other independent variables to
gain a more comprehensive understanding.
Acknowledgment
This article is a part of joint research and
publication between Faculty of Economics and Business, National University,
Jakarta and Faculty of Business, Economics, and Social Development, Universiti
Malaysia Terengganu.
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Copyright holder: Tommy Anggoro, Subur Karyatun, Kumba
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First publication rights: International
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