Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Nasabah Tambora Milenial iB Amanah Bank NTB Syariah Cabang Sriwijaya

Abstract

This study is motivated by the author's interest in analyzing the Tambora Milenial iB Amanah product at Bank NTB Syariah, Sriwijaya Branch, which has gained significant popularity among Generation Z. The research aims to examine the influence of product quality, service quality, and trust on customer satisfaction with Tambora Milenial iB Amanah at Bank NTB Syariah, Sriwijaya Branch. Additionally, this study seeks to identify the key factors that significantly impact customer satisfaction. This research employs a quantitative approach with data analysis conducted using SPSS 21 software. Multiple linear regression is utilized to examine the relationship between independent and dependent variables. A validity test is performed to ensure the reliability of measurement tools assessing product quality, service quality, and trust. Furthermore, a t-test is applied to evaluate the significance of relationships between independent and dependent variables. The results indicate that product quality has a significant positive effect on customer satisfaction, as evidenced by a significance value of 0.000 and a t-value of 6.298, which is greater than 1.660. Conversely, service quality does not show a significant impact, with a significance value of 0.985 (greater than 0.05) and a t-value of 0.019 (less than 1.660). Trust is also found to have a significant relationship with customer satisfaction, with a significance value of 0.985 and a t-value of 1.611, which is greater than 1.660. This study is limited to the analysis of specific factors influencing customer satisfaction in one branch of Bank NTB Syariah. Future research could explore additional variables or expand the study to multiple branches for broader generalizability. This research provides valuable insights into the determinants of customer satisfaction in Islamic banking, particularly among Generation Z. The findings contribute to the understanding of consumer behavior in the financial sector and can help improve service strategies in Islamic banking institutions.

Keywords: Product Quality, Service Quality, Trust and Customer Satisfaction