Analisis Kualitas Layanan, Fitur Layanan dan Kepercayaan terhadap Kepuasan Nasabah Bank Jateng Kebumen (Studi Pada Pengguna CMS Pemda SMP Negeri di Kab. Kebumen)

This study aimed to analyze the impact of service quality, service features, and trust
on customer satisfaction at Bank Jateng Kebumen (a study of CMS users at public
junior high schools in Kebumen Regency). The sample data for this study consisted
of 100 CMS users at public junior high schools in Kebumen Regency. The data
analysis techniques used were multiple linear regression, t-test, F-test, and
coefficient of determination. The results indicate that service quality, service
features, and trust simultaneously influence customer satisfaction. The results
indicate that the variables of service quality, service features, and trust have a
positive and significant impact on customer satisfaction.
Keywords: Service Quality, Service Features, and Trust on Customer Satisfaction