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Journal : Journal of Applied Islamic Economics and Finance

The Effect of Service Effectiveness and MSME Business Capital Financing on Customer Satisfaction at Bank BTN Sub-Branch Office Rancaekek Aprilliani, Devi; Sari, Widya
Journal of Applied Islamic Economics and Finance Vol. 6 No. 1 (2025): Journal of Applied Islamic Economics and Finance (Oktober 2025)
Publisher : Jurusan Akuntansi Politeknik Negeri Bandung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35313/jaief.v6i1.6785

Abstract

Based on the observation results, the background of this research is the fluctuation in the number of MSME financing customers at Bank BTN KCP Rancaekek, accompanied by complaints regarding the speed and accuracy of service, level of comfort, limited facilities, low flexibility, and lack of digital innovation. These conditions affect customer satisfaction and are driven by the bank’s selective fund distribution policy as an effort to maintain financial stability and soundness This research aims to determine the effect of service effectiveness and MSME financing on customer satisfaction, both partially and simultaneously, at Bank BTN KCP Rancaekek. The object of this research is the MSME financing customers at Bank BTN KCP Rancaekek. The type of research is quantitative associative, using primary data collected through observation, interviews, literature study, and questionnaires. The sampling method in this study uses probability sampling with a simple random sampling technique. The population in this research consists of all MSME financing customers totaling 788 people, with a sample of 266 respondents. The tools for testing and data analysis, as well as hypothesis testing, include validity testing, reliability testing, data normality testing, multiple regression analysis, multiple correlation analysis, coefficient of determination analysis, t-test, and F-test. The results of this study indicate that the effectiveness of services and Value MSME financing significantly affects the satisfaction of customers of Bank BTN KCP Rancaekek. The t-test results prove that the effectiveness of services tcount > ttable (6.394 > 1.969) and Value MSME financing tcount > ttable (16.867 > 1.969) each has a significant effect with R² of 13,4% and 45,5%, respectively. The F-test simultaneously Fcount > Ftable (226.020 > 3.03) shows a significant influence of both on customer satisfaction of 63,2%.
Co-Authors Achviana, Muhammad Adetia, Elsa Adhiguna, Made Agus Supriyanto Ahmad, Arbi Salam Aida Fithri Akbar, Novrizal Akmal, Atqo Al Azhar Al Chusna, Salsabila Al-Fitrah, Naufal Fajar Allaily Allaily Amalia Amalia Amatullah, Avivah Afra Amila Rambe, Dina Andi Susilawaty, Andi Apriani, Dina Aprilliani, Devi Arfarifki, Muhammad Farel Asep Saepul Alam Asiandu, Angga Puja Asmaul Husna Asyurra, Regita Dimar Aulia Yulyanita, Dita Azmy, Dara Septia Azriful Azriful, Azriful Azzahra, Syarifah Fathimah Balqist Syifa, Syarifah Chandra, Camelia Ciawan, William Dedi Harianto Dedy Setyawan Dora, Nuriza Elkhairati, Elkhairati Emmi Bujawati Essy Harnelly Fachri, Navifa Fadhilah, Mutiara Fadilah, Anisa Nur Fadillah, Fadel Fadillah Fajarna, Nova Fathona, Citra Amira Putri Firdus Firdus Firdus Fitri, Alia Kamila Fitriana, Rizky Furqon, Muhamad Gusti Malayudha, Achmad Hanida, Rahmi Seri Haq, Muhammad Alfasa Ilham Hardaya, Agus Hasibuan, Fika Ayu Cahaya Hasibuan, Risdam Habibi HASIM PURBA Hastuti, Hera Imansyah, Angga Adriana Irawan, Irwan Irawati, Junita Ismi, Nuzulul Iyah Faniyah, Iyah IZZAZAYA, ANNISA Jokhio, Amjad Ali KARTINI ERIANI Ketang Wiyono Ketrin, Ketrin Keumalasari, Dewi Khadijah Khadijah Khadijah Khairun Nisa Khalief, Raffi Khalisa, Fachira KUSUMA, HENDRIX INDRA Landong, Ahmad Lani, Lani Leonardo, Viona Lestari, Suin Liana, Rista Ade Liana Lie, Albert Steven Lingga, Zulfadli Lukman Hakim Martleta, Sheilla Masykur Masykur, Masykur Melissa Syamsiah Mileni, Laela Fitri Muhammad Arif Muhammad Fadhil Muhammad Hidayat Muhammad Subianto Mujahidah, Ihviaty Aklamah Mulya, Sri Mutawaqil, Muhammad Arsyil Nasution, Asrin Nini, Nini Novi Safitri Nur Aida Nur'aeni, Nur'aeni Nurdin Nurdiyanah Syarifuddin, Nurdiyanah Nurfitriani, Rini Pratami, Syahla Nur Pratiwi, Resdilla Puja Asiandu, Angga Putri Zevly, Mayshilla Anatayya Putri, Annisa Zaskia Putri, Nur Azizah Hasna Rahmani Akmal, Wulan Ramadhan, Muhammad Nadhif Rasendriya Rangkuti, Marlinda Nilan Sari Rani Sugiarni Ratnaningtyas, Endah Marendah Rayhannisa Rayhannisa, Rayhannisa Ria Ceriana, Ria Rosnizar Rosnizar, Rosnizar Rostina, Cut Fitri Ruskhanidar Sa’diyah, Khalimatus Saefun Naser, Ahmad Sahira, Rasyadhifa As Saka, Dijan Novia Sakti Ritonga Salsabila Sari, Novi Yana SAUDAH SAUDAH Sayuti, Muhammad Sembiring, Rinawati Septialti, Delita Setiyawan, Susilo Shifani, Nadya Silfanni, Silfanni Silmi, Syaifa Scholastika Subandono, Agus Suhartono Sutinah Sutinah Syahfitri, Widya Syamsudin Syamsudin TATI NURHAYATI Ulfa, Munira Umaira, Syifa Thifal Uswatun Hasanah Vianita, Etna Wahyudin, Dedi Wardatussaniah, Silpa Wisnu Ananta Kusuma Yasmin, Cut Yasmin, Cut Yunita Yunita Zahra, Syifa Amaliah Zulvia Trinova Zumaidar Zumaidar