PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH KREDIT PADA PT. BPR JKT PARIAMAN

Riki Handika and Febsri Susanti

No j9p7q, OSF Preprints from Center for Open Science

Abstract: The purpose of this study was to analyze the effect of reliability, responsiveness, assurance, empathy and tangibles to satisfaction of customer credit at PT. BPR JKT Pariaman. The population in this study are all customers of credit at PT. BPR JKT Pariaman. The sampling technique is random sampling, while the number of samples used for the analysis is 86 clients. The data analysis technique used to test the hypothesis is multiple linear regression. In this study, there are two independent variables, namely reliability, responsiveness, assurance, empathy and tangibles. Variables that have a significant influence on customer satisfaction credit at PT. BPR JKT Pariaman is responsiveness, assurance, and empathy. While the value of correlation coefficient obtained in this study amounted to 0.970, this shows that there is a very strong relationship between reliability, responsiveness, assurance, empathy and tangibles to satisfaction of customer credit at PT. BPR JKT Pariaman. For the coefficient of determination in this study was found to be 0.937 or equal to 93.7%. The results showed that of the credit customer satisfaction at PT. BPR JKT Pariaman which can be explained by reliability, responsiveness, assurance, empathy and tangibles amounting to 93.7%, while 6.3% thought to be explained by other factors not examined in this study, such as trust, customer value perception, and the company's image. Based on the test results of multiple linear regression analysis, it was found that the variable reliability, responsiveness, assurance, empathy and physical evidence of a positive effect on customer satisfaction credit at PT. BPR JKT Pariaman. This study provides practical recommendations for the management of PT. BPR JKT Pariaman to continue to improve responsiveness, assurance, and empathy in the future. This is due to responsiveness, assurance, and empathy have a significant impact on customer satisfaction credit at PT. BPR JKT Pariaman.

Date: 2019-02-18
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Persistent link: https://EconPapers.repec.org/RePEc:osf:osfxxx:j9p7q

DOI: 10.31219/osf.io/j9p7q

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