PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PT. PRIMA KONSUMEN FINANCE KOTA JAMBI

Rindhu Adji, Rindhu Adji (2022) PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH PT. PRIMA KONSUMEN FINANCE KOTA JAMBI. skripsi thesis, Universitas Batanghari.

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Abstract

ABSTRACT (RINDHU ADJI / 1800861201163 / 2021 / THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION ON PT. PRIMA KONSUMEN FINANCE KOTA JAMBI / SUPERVISOR I PUPU SOPINI, SE, MM. / SUPERVISOR II SAKINAH AS, SE, MM.) Service quality plays a very important role in customer satisfaction. Therefore, the purpose of this research is to describe the Service quality and customer satisfaction in buying products, and to find out and analyze the effect of service quality on customer satisfaction in buying product in PT. Prima Konsumen Finance Kota Jambi. Research methods in this study is descriptive and quantitative method. Data analyze use SPSS Ver 22 and using models simple linier regression with result of count Y = 0,580+0,367X+e. The test of determination with R of 29,3%. T test by comparison t count 4,940 > t table 0,2120 then Ho accepted Hi be. Rejected. To analyze the effect of consumer service quality on customer satisfaction on PT. Prima Konsumen Finance Kota Jambi. The distribution of questionnaires with a population of 601 people in 2020 , then the formula used to find samples according to Sugiyono (2013:56) so that the sample in this study amounted to 86 people respondent. Service quality regression coefficient (X) is 0,580, meaning that service quality (X) has increased by 1%, so customer satisfaction (Y) PT. Prima Konsumen Finance Kota Jambi. The coefficient of determination is known from the value of R 2 =0,293 (29,3%) which means that service quality (X) is able to explain customer satisfaction (Y) at the PT. Prima Konsumen Finance that is equal to 29,3% and the remaining 70,7% is influenced by other variables. Not investigated in this study. Based on t-test, t-count value is 4,940 and the t-table is 0,2120. From the comparison results, it can be seen that the test by comparison t count 4,940 > t table 0,2120 then Ho accepted Hi be. Rejected. Meaning that consumer service quality affect customer satisfaction at PT. Prima Konsumen Finance. Keyword : Service Quality and Customer Satisfaction

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