PENGARUH PEOPLE, PROCESS, DAN PHYSICAL EVIDENCE TERHADAP KEPUASAN KONSUMEN PT. ASTRA CREDIT COMPANIES KOTA JAMBI

Tomi Breakson Ambarita, 1800861201172 (2023) PENGARUH PEOPLE, PROCESS, DAN PHYSICAL EVIDENCE TERHADAP KEPUASAN KONSUMEN PT. ASTRA CREDIT COMPANIES KOTA JAMBI. skripsi thesis, Universitas BATANGHARI Jambi.

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Abstract

ABSTRACT Tomi Breakson Ambarita / 1800861201172 / 2023 / The Influence of People, Process, and Physical Evidence on Consumer Satisfaction at PT. Astra Credit Companies Jambi City / Hj.Susilawati, S.E., M.Si as Advisor 1 and Pupu Sopini, S.E., M.M as Advisor 2. Leasing is a finance company that leases leased goods to tenants for a predetermined period of time. The purpose of this activity is to rent out the goods needed by the community. Astra Credit Companies (ACC) needs to develop a planned and integrated strategy to provide customer satisfaction in the credit sector. The marketing mix that is focused on consumer satisfaction is People, Process, and Physical Evidence. The aims of this study are: 1) To find out the description of people, process and physical evidence at PT. Astra Credit Companies Jambi City; 2) To analyze the effect of people, process, and physical evidence simultaneously on PT. Astra Credit Companies Jambi City; and 3) To analyze the effect of people, process, and physical evidence partially on PT. Astra Credit Companies Jambi City. The research method used in this research is a quantitative descriptive method. The research data is in the form of primary data and secondary data. Data collection methods are carried out through observation and questionnaires. The sampling technique used purposive sampling method with the Slovin formula obtained 86 samples. Data analysis with Descriptive Analysis and Multiple Regression Analysis. The results showed: 1) Overall, the People variable obtained an average score of 325.6 which was categorized as good, the Process variable obtained an average score of 321.7 which was categorized as good, and the Physical Evidence variable obtained an average score of 311.5 which was categorized as good; 2) Based on the results of the F-Test, it shows that the variables people, process and physical evidence together significantly affect customer satisfaction. This can be seen in the results of the F-test with the F-count (234.816) > F-table (3.11). The coefficient of determination also shows that 89.1% of the people, process and physical evidence variables affect consumer satisfaction and the rest are influenced by other variables not included in the study; and 3) Based on the results of the t-test, it shows that the variables people, process and physical evidence have a positive and significant effect on consumer satisfaction where the t-count (people) = 2.035, t-count (process) = 2.041 and t-count (physical evidence) = 8.646 respectively greater than t-table = 1.66277. Keywords : People, process, physical evidance and kepuasan konsumen.

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