CINDY RETNO SARI, NPM 2201300312 (2026) PENGARUH KUALITAS LAYANAN, KEPERCAYAAN, PERSEPSI KEAMANAN, DAN KEPUASAN NASABAH TERHADAP PENGGUNAAN JASA AGEN BRILINK. Tugas_Akhir(Artikel) Jurnal EK&BI, 9 (1). pp. 140-149. ISSN 2621-4695(e-ISSN) 2620-7443(p-ISSN)
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Abstract
This study aims to analyze the effect of service quality, trust, security perception, and customer satisfaction on the use of BRILink agent services at Muhammad Arifin Simpang Ajamu. This research employed a quantitative approach with an explanatory research design. Data were collected through questionnaires distributed to 99 respondents who were users of BRILink agent services using purposive sampling technique. Data analysis was conducted using multiple linear regression with SPSS. The results show that partially, service quality, trust, security perception, and customer satisfaction have a significant effect on the use of BRILink agent services, with significance values of 0.000 (< 0.05). Simultaneously, all independent variables significantly affect service usage with an F-value of 177.414 and a significance level of 0.000. The coefficient of determination (R²) of 0.883 indicates that 88.3% of the variation in service usage can be explained by the variables examined in this study. This study concludes that the use of BRILink agent services is strongly influenced by the combination of service quality and psychological factors, particularly trust and customer satisfaction. Therefore, efforts to increase service usage should focus on improving service quality, strengthening trust, ensuring transaction security, and enhancing customer satisfaction. Keywords: Service Quality, Trust, Security Perception, Customer Satisfaction, Brilink Service Usage
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Service Quality, Trust, Security Perception, Customer Satisfaction, Brilink Service Usage |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HM Sociology |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Unnamed user with email repository@ulb.ac.id |
| Date Deposited: | 14 Aug 2026 07:41 |
| Last Modified: | 14 Aug 2026 07:41 |
| URI: | http://repository.ulb.ac.id/id/eprint/2663 |
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