PERAN KEPERCAYAAN MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH LPD DESA ADAT KAPAL

Abstract

This research aims was to explain the role of trust in mediating the influence of service quality on customer satisfaction at the LPD Desa Adat Kapal. This research was conducted at the LPD Desa Adat Kapal, using 150 respondents. This study uses Path Analysis that equipped with Sobel Test. The results indicates that service quality had a positive and significant effect on customer satisfaction at the LPD Desa Adat Kapal. Service quality had a positive and significant effect on trust. Trust had a positive and significant effect on customer satisfaction at the LPD Desa Adat Kapal. Trust mediates positively and significantly the effect of service quality on customer satisfaction LPD Desa Adat Kapal. The implication of this research is that the better the quality of service provided by LPD Desa Adat Kapal, the higher the trust that customers have in LPD Desa Adat Kapal. With increasing trust, it will become an important role in increasing customer satisfaction with LPD Desa Adat Kapal services. Keywords: Service Quality; Trust; Customer Satisfaction