Service Quality Impact on Customer Satisfaction of Multipurpose Loan Products
Abstract
This study aims to determine: How the influence of service quality on customer satisfaction at PT WOM Finance Kemayoran Branch, Central Jakarta. This research is a quantitative study. The research location is PT WOM Finance, Kemayoran Branch, Central Jakarta. The population in this study were customers of PT WOM Finance Kemayoran Branch, Central Jakarta, the sampling method was carried out by the random method, and using the Slovin 79.36 formula rounded up to 80 respondents. Based on the results of partial hypothesis testing, the T-test of the Service Quality variable obtained a T-count value of 7,297 while the statistical table (T table) was 1,665 and the significance value of the Service Quality variable was 0.000 less than 0.05. So it can be concluded that Service Quality partially has a positive and significant effect on Customer Satisfaction
Keywords: Service Quality, Customer Satisfaction
Keywords
Full Text:
PDFReferences
Giese, J.L. & Cote, J.A. 2002. Defining Customer Satisfaction. Academy of Marketing Science Review. Vol. 2000 (1).
Goetsch, David L. & Davis, Stanley M. (1994). Introduction to Total Quality: Quality, Productivity, Competitiveness (Merrill's international series in engineering technology). Englewood Cliffs, NJ, Prentice Hall International Inc.
Kotler, Philip 1997. Alih Bahasa: Hendra Teguh, Ronny Antonius Rusli, Penyunting : Agus Hasan Pura Anggawijaya, Manajemen Pemasaran (Marketing Management 9e), Edisi Indonesia Jilid Satu, Prehallindo, Jakarta.
Kotler, Philip. 1997. Manajemen Pemasaran Analisis, Perencanaan, Implementasi dan Kontrol. Edisi Revisi. Jilid Dua. Jakarta: PT Prenhallindo.
Nasution, M.N. (2004). Manajemen Jasa Terpadu. Jakarta : PT Ghalia Indonesia.
Sugiyono. (2018). Metode Penelitian Kombinasi (Mixed Methods). Bandung: CV Alfabeta.
Supranto, J. 2001. Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar.Jakarta: Rineka Cipta.
Tjiptono, F. (2000). Manajemen Jasa. Edisi Kedua. Andi Offset, Yogyakarta.
Tjiptono, Fandy. (2002). Strategi Pemasaran. Andi Offset, Yogyakarta.
Tjiptono, Fandy. (2005). Pemasaran Jasa. Bayumedia Publishing, Malang.
William B Martin. 2005. Quality Service. Victory Jaya Abadi.
Zeithaml, V. Parasuraman, A. and L. Berry L. 1985. “Problems and Strategies in Services
Marketing”. Jurnal of Marketing Vol. 49.(Spring)
Nani, Supardi, and Tineke Wolok. "Analisis kualitas pelayanan terhadap kepuasan pelanggan pada PT." Bank Sinar Mas Cabang Gorontalo (2014): 48-68.
Angka, A. Fitri Sugi. "Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan PT WOM Finance." Jurnal Ilmiah Manajemen & Kewirausahaan 8.1 (2021): 91-100.
Atmaja, Jaka. "Kualitas pelayanan dan kepuasan nasabah terhadap loyalitas pada bank BJB." Jurnal Ecodemica 2.1 (2018): 49-63
Ichsan, Reza Nurul, and Ahmad Karim. "Kualitas Pelayanan Terhadap Kepuasan Nasabah PT. Jasa Raharja Medan." Jurnal Penelitian Pendidikan Sosial Humaniora 6.1 (2021): 54-57.
Susanto, Aris, Bambang Mursito, and Sri Hartono. "Analisis Kualitas Pelayanan Terhadap Kepuasan Nasabah PT. WOM Finance Wonogiri." Jurnal Ilmiah Edunomika 3.02 (2019).
DOI: https://doi.org/10.54268/baskara.v5i1.13991
Refbacks
- There are currently no refbacks.
Copyright (c) 2022 BASKARA : Journal of Business and Entrepreneurship
BASKARA: Journal of Business and Entrepreneurship Copyright of Baskara: Journal of Business and Entrepreneurship (e-ISSN: 2623-0089 ). This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License |
