Analisis Pengaruh Perceived Service Quality dalam Membentuk Customer Trust

Yani, Novi (2010) Analisis Pengaruh Perceived Service Quality dalam Membentuk Customer Trust. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

In this competation era companies have to face tighter competation than before and the winners are the companies that capable to need customers need and give the highest value to customer. To have trust from many type of customer, company most prepare services that consist of technical service quality, functional service quality and how to face customer’s expertise with give understanding and information to customer’s about services that customer’s want (customer education) with these services company can build a customer trust. The sample in this study is the banking invesment service companies in Batam. This research tested using a sample of 100 respondents. Method for the sample selection is using non probability sampling with purposive sampling. Data obtained was processed by using SPSS version 17. The method of data analysis used in this study is the individual. Result obtained from this research indicated that the independent variable of technical service quality, functional service quality not influence the dependent customer trust, customer education influence the dependent customer trust, technical service quality influence the dependent customer education, functional service quality not influence the dependent customer education, technical service quality not influence the dependent customer expertise, functional service quality influence the dependent customer expertise. Keywords: Technical service quality, Functional service quality, Customer expertise, Customer education, and Customer trust.

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