Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada PT. Bentara Sinergis Multifinance Banjarmasin

Stevani Anggriawan Tang; RR. Siti Munawaroh

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan pada PT. Bentara Sinergis Multifinance Banjarmasin

Stevani Anggriawan Tang, RR. Siti Munawaroh

Abstract

The purpose of this research; (1) to determine the quality of service at PT. Bentara Sinergis Multifinance Banjarmasin, (2) to determine customer satisfaction at PT. Bentara Sinergis Multifinance Banjarmasin, (3) to determine the effect of service quality on customer satisfaction at PT. Bentara Synergic Multifinance Banjarmasin partially and simultaneously. This study uses an associative design with a quantitative approach. The population used is all customers of PT. Bentara Sinergis Multifinance Banjarmasin, with a sample of 60 respondents who were determined based on the purposive sampling method. This study uses primary data obtained through questionnaires, and analyzed using multiple linear regression. The results of this study indicate that physical evidence, assurance and certainty partially have no effect on customer satisfaction. Reliability, responsiveness, and empathy partially affect customer satisfaction. Simultaneously physical evidence, reliability, responsiveness, assurance and certainty, and empathy have a significant effect on customer satisfaction.

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