The Effect of Product Quality and Service Quality on Customer Satisfaction at Bank BPR, Bank UMKM, East Java KC Jember

Zakiyah, Auni (2021) The Effect of Product Quality and Service Quality on Customer Satisfaction at Bank BPR, Bank UMKM, East Java KC Jember. Undergraduate thesis, Universitas Islam Negeri Kiai Haji Achmad Siddiq Jember.

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Abstract

Bank BPR Jatim Bank UMKM East Java KC Jember is one of the successful BPR banks with its micro, small, and medium business products. There are several factors that can affect customer satisfaction in using products at Bank BPR Jatim, Bank UMKM East Java KC Jember, namely product quality and service quality. The formulations of the problems examined in this thesis are: (1) Does product quality have a significant effect on customer satisfaction at Bank BPR Jatim, Bank UMKM, East Java KC Jember? (2) Does service quality have a significant effect on customer satisfaction at Bank BPR Jatim, Bank UMKM East Java KC Jember? (3) Does product quality and service quality simultaneously have a significant effect on customer satisfaction at Bank BPR Jatim, Bank UMKM East Java KC Jember? The objectives of this study are (1) to determine the effect of product quality has a significant effect on customer satisfaction at Bank BPR Jatim, Bank UMKM East Java KC Jember (2) to determine the effect of service quality has a significant effect on customer satisfaction at Bank BPR Jatim, Bank UMKM East Java KC Jember (3) to determine the effect of product quality and service quality simultaneously has a significant effect on customer satisfaction at Bank BPR Jatim, Bank UMKM, East Java KC Jember . This study uses a quantitative approach with the type of field research research. Primary data obtained through data collection in the form of questionnaires and direct interviews from related sources. The population of this research is all customers as many as 5,724 customers. While sampling with accident sampling techniquesampling states that thetechnique is based on chance. This study using 102 samples and using analytical tools validation and reliability testing, the classic assumption test and multiple linear regression analysis, hypothesis testing and test the coefficient of determination (R2)with SPSS Statistics 17.0 version. The results of this study can be concluded that: (1) Significantly affects product quality on customer satisfaction. (2) Significantly affects the quality of service on customer satisfaction. (3) Based on the results of the F test that the product quality and service quality simultaneously influence customer satisfaction.

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