Determinant of Customer Satisfaction at BMT Hasanah Ponorogo’s Pick-Up Service

Abstract

This study aims to analyze the determination of customer satisfaction at BMT Hasanah Ponorogo’s pick-up service. This study uses a quantitative survey approach by distributing questionnaires. The sampling technique used non-probability purposive sampling to collect data from a sample of 308 respondents based on the study population, namely customers who use pick-up services at BMT Hasanah Ponorogo. Instrument testing uses validity, reliability, classical assumption tests (normality, multicollinearity, and heteroscedasticity). While the data analysis method uses multiple linear regression with the F test and T test which are processed using SPSS 26.0. The results of the F test study show that the independent variables consisting of Tangible (X₁), Reliability (X₂), Responsiveness (X₃), Assurance (X₄) and Empathy (X₅) have a significant influence on customer satisfaction (Y) simultaneously. While the results of the t test showed that there were four variables that partially influenced customer satisfaction, namely Tangible (X₁), Reliability (X₂), Assurance (X₄) and Empathy (X₅). This finding has significant implications as an effort to improve the performance of Islamic financial institutions in providing services to customers.