Research Article
The Effect of Quality of Products and Services on Trust and Decision of Customers to Choose Banks (Study at Sampang Bank Rakyat Indonesia Branch)
@INPROCEEDINGS{10.4108/eai.30-7-2019.2287615, author={Bambang Raditya and Meithiana Indrasari and Sri Handini and Susanto Soekiman}, title={The Effect of Quality of Products and Services on Trust and Decision of Customers to Choose Banks (Study at Sampang Bank Rakyat Indonesia Branch)}, proceedings={Proceedings of the 1st Asian Conference on Humanities, Industry, and Technology for Society, ACHITS 2019, 30-31 July 2019, Surabaya, Indonesia}, publisher={EAI}, proceedings_a={ACHITS}, year={2019}, month={9}, keywords={product quality service trust customer decisions structural equation modeling}, doi={10.4108/eai.30-7-2019.2287615} }- Bambang Raditya
Meithiana Indrasari
Sri Handini
Susanto Soekiman
Year: 2019
The Effect of Quality of Products and Services on Trust and Decision of Customers to Choose Banks (Study at Sampang Bank Rakyat Indonesia Branch)
ACHITS
EAI
DOI: 10.4108/eai.30-7-2019.2287615
Abstract
This research is directed to analyze the influence of product quality and service on customers' trust and decision in choosing the Sampang BRI bank. The data of this study were collected from 200 customer respondents like the BRI Branch Sampang provided using a questionnaire consisting of open and closed questions. Respondents' answers to closed questions about the variables examined in this study were then analyzed using SEM analysis techniques. (Structural equation modeling) with the AMOS 5 (Analysis of Moment Structure) and SPSS version 20.0 package while the answers to open questions are analyzed qualitatively. The results of the analysis show that the quality of service and product quality have a positive and significant effect on customer confidence in choosing the Sampang BRI bank. And the quality of service and product quality have a positive and significant influence on customers' decisions in choosing the Sampang BRI bank. And trust has a positive and significant influence on customers' decisions in choosing the Sampang BRI bank.
