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

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Jihan Nabila Zahara Faruq Ahmad Futaqi


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.

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ZAHARA, Jihan Nabila; FUTAQI, Faruq Ahmad. Determinant of Customer Satisfaction at BMT Hasanah Ponorogo’s Pick-Up Service. Proceeding of Annual International Conference on Islamic Economics (AICIE), [S.l.], v. 2, n. 1, p. 294-304, sep. 2023. ISSN 2963-6116. Available at: <>. Date accessed: 04 mar. 2024. doi: