ESTD PERPUSTAKAAN UNTAD
ESTD PERPUSTAKAAN UNTAD
| JudulPENGARUH KUALITAS LAYANAN DAN PERCEIVED VALUE TERHADAP KEPUASAN, CITRA BANK DAN KEPERCAYAAN NASABAH BANK SYARIAH DI PROVINSI SULAWESI TENGAH |
| Nama: SARIFUDDIN T, SE.,MM |
| Tahun: 2023 |
| Abstrak Sarifuddin T (NIM: C20319006), the dissertation is entitled The Influence of Service Quality and Perceived Value on Satisfaction, Bank Image, and Customer Trust of Syariah Banks in Central Sulawesi Province, under the supervision of Syamsul Bachri and Zakiyah Zahara. The purposes of the research are 1) to find out and analyze the effect of service quality on the image of bank customers at the Bank Syariah in Central Sulawesi Province. 2) To find out and analyze the effect of service quality on customer satisfaction at the Bank Syariah in Central Sulawesi Province. 3) To find out and analyze the effect of service quality on customer trust in the Bank Syariah in Central Sulawesi Province. 4) To find out and analyze the effect of perceived value on customer satisfaction at the Bank Syariah in Central Sulawesi Province. 5) To find out and analyze the effect of perceived value on customer bank image at the Bank Syariah in Central Sulawesi Province. 6) To find out and analyze the effect of perceived value on customer trust in the Bank Syariah in Central Sulawesi Province. 7) To find out and analyze the effect of satisfaction on bank image at the Bank Syariah in Central Sulawesi Province. 8) To find out and analyze the effect of satisfaction on customer trust in the Bank Syariah in Central Sulawesi Province. 9) To find out and analyze the effect of bank image on customer trust in the Bank Syariah in Central Sulawesi Province. The population in this study was customers at the Bank Syariah branch offices in Central Sulawesi Province; the sample was 325 respondents. The explanatory research uses the Structural Equation Modeling (SEM) method. From the results of the study, it is found that 1) Service quality has a significant effect on bank image, 2) Service quality has no significant effect on customer satisfaction, 3) Service quality has no significant effect on customer trust, 4) Perceived value has a significant effect on customer satisfaction, 5) Perceived value has a significant effect on bank image, 6) Perceived value has no significant effect on customer trust, 7) Satisfaction has a significant effect on bank image, 8) Satisfaction has a significant effect on customer trust, 9) Bank image has a significant effect on customer trust. Keywords: Service Quality, Perceived Value, Satisfaction, Bank Image, and Trust |