KEPUASAN NASABAH SEBAGAI VARIABEL PEMEDIASI PENGARUH KUALITAS LAYANAN DAN KUALITAS PRODUK TERHADAP KEPERCAYAAN NASABAH (STUDI KASUS BMT UMY KANTOR CABANG BANTUL)

This research was aimed at finding out customers satisfaction as mediating variable for effect of service quality and product quality towards customers trust. The object of this research is BMT UMY Bantu! Branch Office of AR.Fachruddin B. The data were collected through questionnaire. This research employed quantitative method, while the data used were primary data taken from customers of BMT UMY. There were 100 respondents involved in this research. The analysis instrument was through path analysis. Based on the analysis, the research result shows that: (1) service quality has positive effect on customers satisfaction; (2) product quality has positive effect on customers satisfaction; (3) customers satisfaction has positive effect on customers trust; (4) service quality has no effect on customers trust through customers satisfaction as mediating variable with effect of full mediation,- and (5) product quality has positive effect on customers trust through customers satisfaction as mediating variable with effect of partial mediation.