Pengaruh Kualitas Layanan, Kepercayaan, dan Customer Empowerment terhadap Kepuasan Nasabah Bank Central Asia Kantor Cabang Harapan Indah Bekasi

Hadiprana, Dahlia (2026) Pengaruh Kualitas Layanan, Kepercayaan, dan Customer Empowerment terhadap Kepuasan Nasabah Bank Central Asia Kantor Cabang Harapan Indah Bekasi. Sarjana (S1) thesis, STIE Tri Bhakti.

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Abstract

The increasingly competitive banking industry encourages banks to continuously improve their service quality and establish good relationships with customers in order to enhance customer satisfaction. This study aims to analyze the effects of service quality, trust, and customer empowerment on customer satisfaction at PT Bank Central Asia, Harapan Indah Bekasi Branch. This study employed a quantitative approach using a survey method. The population consisted of active customers of PT Bank Central Asia, Harapan Indah Bekasi Branch, while the sample consisted of 100 respondents selected using a random sampling technique. Data were collected through questionnaires using a Likert scale. The results showed that service quality had a positive and significant effect on customer satisfaction. Trust also had a positive and significant effect on customer satisfaction. In addition, customer empowerment had a positive and significant effect on customer satisfaction. Based on the simultaneous test, it can be concluded that service quality, trust, and customer empowerment simultaneously had a positive and significant effect on customer satisfaction. Furthermore, based on the coefficient of determination (R²), service quality, trust, and customer empowerment were able to explain 75.5% of the variation in customer satisfaction, while the remaining 24.5% was explained by other variables outside the research model.

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