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BACHTIAR, LASMAN EDDY
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Economics, Econometrics & Finance

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The Impact of Service Quality and Trust on Customer Satisfaction Case Study at PT. Permodalan Nasional Madani (PNM) Melati Mekar Bachtiar, Lasman Eddy; Raja, Edward Alezandro Lumban; Trimilda, Trimilda
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 2 (2025): Sharia Economics
Publisher : Sharia Economics Department Universitas KH. Abdul Chalim, Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i2.6363

Abstract

This study investigates the impact of service quality and trust on customer satisfaction at PT Permodalan Nasional Madani (PNM) Melati Mekar. The researchers used multiple linear regression analysis to analyze the data and tested the hypotheses using the t test and F test with the assistance of SPSS. The findings reveal that service quality has a positive and significant influence on customer satisfaction, as evidenced by the regression coefficient of 0.787 and a t value of 4.782, which is higher than the critical value. Additionally, trust also has a positive and significant impact on customer satisfaction, with a regression coefficient of 0.591 and a t value of 4.056, surpassing the critical value. Furthermore, the F test results demonstrate that customer satisfaction further improves when service quality and trust are combined, with an F count value of 11.520 that exceeds the critical value of 3.19. These results support the statement that both service quality and trust play a crucial role in enhancing customer satisfaction at PNM Melati Mekar.
The Influence of Organizational Culture and Organizational Climate on Employee Productivity at PT. Rajawali Nusindo Medan Branch Manalu, Juita; Sitanggang, HD. Melva; Bachtiar, Lasman Eddy
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 7 No 1 (2024): Sharia Economics
Publisher : Sharia Economics Department Universitas KH. Abdul Chalim, Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v7i1.4272

Abstract

This research was conducted to determine Organizational Culture and Organizational Climate on Work Productivity, this research uses quantitative methods with an associative approach. In this study the population of employees working at PT. Rajawali Nusindo Medan Branch. The sampling method in this study used a non-probability sampling technique with a saturated sampling approach of 28 respondents. Data analysis techniques used validity test, reliability test, classic assumption test, multiple linear regression analysis, t-test, F test, and coefficient of determination (R2) using the SPSS version 21 application. The results of the t-test for the organizational culture variable are t count 2.161 > t table of 2.059 meaning that organizational culture affects work productivity and organizational climate variable t count is 3.428 > 2.059 meaning organizational climate affects work productivity. F test of organizational culture variable and organizational climate variable F count of 7.856 > F table 3.39 shows that organizational culture and organizational climate jointly affect work productivity.
Co-Authors Manalu, Juita Raja, Edward Alezandro Lumban Sitanggang, HD. Melva Trimilda, Trimilda