PENGARUH TRANSPARANSI INFORMASI KEUANGAN, KUALITAS PELAYANAN, DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH KREDIT DI BANK BJB KCP SIDOARJO

This study aims to analyze the effect of financial information transparency, service quality, and trust on customer satisfaction in credit customers at Bank BJB KCP Sidoarjo. The study uses a quantitative approach with a causal associative design. The data used are primary data collected through a Likert scale questionnaire from 66 credit customers and analyzed using the Partial Least Squares (PLS). The results show that financial information transparency and service quality do not have a significant effect on credit customer satisfaction. This may be caused by the low level of financial literacy among customers and their tendency to focus more on final outcomes, such as loan disbursement, rather than the service process or provided information. In contrast, trust has a positive and significant effect on customer satisfaction. This finding indicates that trust is the main factor in shaping customer satisfaction, especially in terms of security, integrity, and bank credibility.