%A NIM. 14820069 IRSANDY RIZKI PRAMUDITO
%O DRS. AKHMAD YUSUF KHOIRUDDIN, S.E., M.SI.
%T PENGARUH E-SERVICE QUALITY, TRUST, CITRA PERUSAHAAN,
DAN PENANGANAN KOMPLAIN TERHADAP KEPUASAN NASABAH
%X This study aims to analyze the influence of E-Service Quality, Trust, Corporate Image, and Complaint Handling variables to Customer Satisfaction. This research is a survey research with questionnaire, with a sample of 100 respondents, namely customers of BRI Syariah Bank at Yogyakarta. The sampling method in this research is non-probability sampling with convience sampling technique. The analytical model used in this study is a multiple linear regression analysis using the SPSS version 19 output program. The results showed that partially E-service Quality variables have a significant infuence to Customer Satisfaction with t count values greater than t table (7.7 > 1.98) and significance value (0.00 <0.05), Trust variables have a significant influence with t count value greater than t table (3.8> 1.98) and significance value (0.00 <0, 05), Corporate Image variable has a significant infuence with t count value greater than t table (5.1> 1.98) and significance value (0.00 <0.05), then Complaint Handling has a significant influence to Customer Satisfaction with t count value greater than t table (2.7> 1.98) and significance value (0.00 <0.05). In the F test results in this study also showed that the E-Service Quality, Trust, Corporate Image, and Complaint Handling variables together (simultaneously) had a significant
influence to Customer Satisfaction of BRI Syariah Bank at Yogyakarta City
%K E-Service Quality, Trust, Corporate Image, Complaint Handling, Customer Satisfaction
%D 2018
%I UIN SUNAN KALIJAGA YOGYAKARTA
%L digilib32779