PENGARUH ISLAMIC ETHICAL BEHAVIOUR DAN CUSTOMER SATISFACTION TERHADAP CUSTOMER TRUST (Survei pada Santri Program Pesantren Mahasiswa Daarut Tauhiid di Bandung) - Khania Teressa Gunawan Putri, - (2021)
Penelitian ini bertujuan untuk menganalisis pengaruh dan gambaran Islamic ethical behaviour dan customer satisfaction terhadap customer trust pada Santri Program Pesantren Mahasiswa Daarut Tauhiid (PPM DT) di Bandung. Penelitian ini menggunakan metode deskriptif dan verifikatif dengan pendekatan kuantitatif. Sampel penelitian berjumlah 200 responden yang merupakan Santri PPM DT baik yang telah mengikuti program selama 1 tahun (PPM), 2 tahun (PPML) maupun kurang dari itu. Data diolah secara statistik dengan metode Struqtural Equation Modeling (SEM). Hasil penelitian menunjukan bahwa variabel Islamic ethical behaviour berpengaruh tidak langsung dan signifikan terhadap customer trust, customer satisfaction berpengaruh langsung dan signifikan terhadap customer trust dan Islamic ethical behaviour berpengaruh langsung dan tidak signifikan terhadap customer satisfaction. Temuan tersebut menunjukan bahwa penerapan Islamic ethical behaviour yang baik pada Lembaga pesantren mahasiswa akan mendorong customer trust melalui customer satisfaction pada santri Program Pesantren Mahasiswa Daarut Tauhiid di Bandung. This study aims to analyze the influence and description of Islamic ethical behavior and customer satisfaction on customer trust at the Daarut Tauhiid Islamic Boarding School (PPM DT) students in Bandung. This study uses a descriptive and verificatione method with a quantitative approach. The research sample consisted of 200 respondents who were PPM DT students who had participated in the program for 1 year (PPM), 2 years (PPML) or less. The data was processed statistically with the Structural Equation Modeling (SEM) method. The results show that the variable Islamic ethical behavior has an indirect and significant effect on customer trust, customer satisfaction has a direct and significant effect on customer trust and Islamic ethical behavior has a direct and insignificant effect on customer satisfaction. These findings indicate that the application of good Islamic ethical behavior in student boarding schools will encourage customer trust through customer satisfaction for the students of the Daarut Tauhiid Islamic Boarding School Program in Bandung.