The Impact of Service Quality and Trust on Customer Satisfaction Case Study at PT. Permodalan Nasional Madani (PNM) Melati Mekar
This study investigates the impact of service quality and trust on customer satisfaction at PT Permodalan Nasional Madani (PNM) Melati Mekar. The researchers used multiple linear regression analysis to analyze the data and tested the hypotheses using the t test and F test with the assistance of SP...
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| Format: | Article |
| Language: | English |
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Universitas KH Abdul Chalim, Prodi Ekonomi Syariah
2025-04-01
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| Series: | Indonesian Interdisciplinary Journal of Sharia Economics |
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| Online Access: | https://www.e-journal.uac.ac.id/index.php/iijse/article/view/6363 |
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| author | Lasman Eddy Bachtiar Edward Alezandro Lumban Raja Trimilda Trimilda |
| author_facet | Lasman Eddy Bachtiar Edward Alezandro Lumban Raja Trimilda Trimilda |
| author_sort | Lasman Eddy Bachtiar |
| collection | DOAJ |
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This study investigates the impact of service quality and trust on customer satisfaction at PT Permodalan Nasional Madani (PNM) Melati Mekar. The researchers used multiple linear regression analysis to analyze the data and tested the hypotheses using the t test and F test with the assistance of SPSS. The findings reveal that service quality has a positive and significant influence on customer satisfaction, as evidenced by the regression coefficient of 0.787 and a t value of 4.782, which is higher than the critical value. Additionally, trust also has a positive and significant impact on customer satisfaction, with a regression coefficient of 0.591 and a t value of 4.056, surpassing the critical value. Furthermore, the F test results demonstrate that customer satisfaction further improves when service quality and trust are combined, with an F count value of 11.520 that exceeds the critical value of 3.19. These results support the statement that both service quality and trust play a crucial role in enhancing customer satisfaction at PNM Melati Mekar.
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| format | Article |
| id | doaj-art-fbf81b97ad8744ffacd0bcf75ecae2f1 |
| institution | DOAJ |
| issn | 2621-606X |
| language | English |
| publishDate | 2025-04-01 |
| publisher | Universitas KH Abdul Chalim, Prodi Ekonomi Syariah |
| record_format | Article |
| series | Indonesian Interdisciplinary Journal of Sharia Economics |
| spelling | doaj-art-fbf81b97ad8744ffacd0bcf75ecae2f12025-08-20T03:05:07ZengUniversitas KH Abdul Chalim, Prodi Ekonomi SyariahIndonesian Interdisciplinary Journal of Sharia Economics2621-606X2025-04-018210.31538/iijse.v8i2.6363The Impact of Service Quality and Trust on Customer Satisfaction Case Study at PT. Permodalan Nasional Madani (PNM) Melati MekarLasman Eddy Bachtiar0Edward Alezandro Lumban Raja1Trimilda Trimilda2Institut Bisnis dan Komputer Indonesia, Medan, IndonesiaInstitut Bisnis dan Komputer Indonesia, Medan, IndonesiaInstitut Bisnis dan Komputer Indonesia, Medan, Indonesia This study investigates the impact of service quality and trust on customer satisfaction at PT Permodalan Nasional Madani (PNM) Melati Mekar. The researchers used multiple linear regression analysis to analyze the data and tested the hypotheses using the t test and F test with the assistance of SPSS. The findings reveal that service quality has a positive and significant influence on customer satisfaction, as evidenced by the regression coefficient of 0.787 and a t value of 4.782, which is higher than the critical value. Additionally, trust also has a positive and significant impact on customer satisfaction, with a regression coefficient of 0.591 and a t value of 4.056, surpassing the critical value. Furthermore, the F test results demonstrate that customer satisfaction further improves when service quality and trust are combined, with an F count value of 11.520 that exceeds the critical value of 3.19. These results support the statement that both service quality and trust play a crucial role in enhancing customer satisfaction at PNM Melati Mekar. https://www.e-journal.uac.ac.id/index.php/iijse/article/view/6363Customer SatisfactionService QualityTrust |
| spellingShingle | Lasman Eddy Bachtiar Edward Alezandro Lumban Raja Trimilda Trimilda The Impact of Service Quality and Trust on Customer Satisfaction Case Study at PT. Permodalan Nasional Madani (PNM) Melati Mekar Indonesian Interdisciplinary Journal of Sharia Economics Customer Satisfaction Service Quality Trust |
| title | The Impact of Service Quality and Trust on Customer Satisfaction Case Study at PT. Permodalan Nasional Madani (PNM) Melati Mekar |
| title_full | The Impact of Service Quality and Trust on Customer Satisfaction Case Study at PT. Permodalan Nasional Madani (PNM) Melati Mekar |
| title_fullStr | The Impact of Service Quality and Trust on Customer Satisfaction Case Study at PT. Permodalan Nasional Madani (PNM) Melati Mekar |
| title_full_unstemmed | The Impact of Service Quality and Trust on Customer Satisfaction Case Study at PT. Permodalan Nasional Madani (PNM) Melati Mekar |
| title_short | The Impact of Service Quality and Trust on Customer Satisfaction Case Study at PT. Permodalan Nasional Madani (PNM) Melati Mekar |
| title_sort | impact of service quality and trust on customer satisfaction case study at pt permodalan nasional madani pnm melati mekar |
| topic | Customer Satisfaction Service Quality Trust |
| url | https://www.e-journal.uac.ac.id/index.php/iijse/article/view/6363 |
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