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Journal : Journal La Sociale

The Effect of Service Quality, Insurance Costs, and Installment Size on Customer Satisfaction Multi-Purpose Financing: Case Study at Bank Sumut Syariah Padangsidimpuan Afriani, Lilia; Syahriza, Rahmi; Harianto, Budi
Journal La Sociale Vol. 5 No. 4 (2024): Journal La Sociale
Publisher : Borong Newinera Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37899/journal-la-sociale.v5i4.1213

Abstract

This research aims to analyze the influence of service quality on customer satisfaction, the influence of insurance costs on customer satisfaction and the size of installments on customer satisfaction for multi-purpose financing at the Sumut Syariah Bank, Padangsidimpuan Branch. This research uses primary data by distributing questionnaires to multi-purpose financing customers. The population of this research is all multi-purpose financing customers with a total of 862 people. The sample used in this research was 90 respondents. The validity test uses the Pearson Product Moment correlation test, while the reliability test uses Cronbach alpha. Classic assumption tests include normality tests, multicollinearity tests, heteroscedasticity tests and autocorrelation tests. Hypothesis testing in this study used multiple linear regression analysis. The research results state that service quality and insurance costs partially have a positive and significant effect on customer satisfaction. This means that the higher the quality of service provided will increase customer satisfaction, and the suitability of the insurance costs provided with the benefits obtained by the customer will provide a level of customer satisfaction. Meanwhile, the installment amount does not have a significant effect on customer satisfaction, this is because previously the installment amount had been analyzed using scoring analysis which had an influence on the installment amount.
Co-Authors Abdul Rahman Addina, Chessara Afriani, Lilia Ahmad Syakir Alfauziah, Halimah Safitri Amini, Salisa Andiyanto, Sakti Anggela Pradiva Putri Anggrie NST, Silvia Aprilia, Dita Aqilah, Rakha Arifin Fauzi Lubis Ariska, Ella Arsyaf Tampubolon Aryani, Isti Ashaari, Taslam Asrar Mabrur Faza, Asrar Mabrur Atika, Febri Aulia, M. Azhari Akmal Tarigan Batubara, Maryam Batubara, Soraya Alyya Syam Budi Harianto, Budi Chairane, Chairane Cut Fauziah Dalimunthe, Afifah Khairiah Daniel Happy Putra Deni Irawan, Deni Dhian Rosalina, Dhian Dongoran, Rahmah Nur Efriady Siregar, Sahnan Elida Asma Hari, Siti Nur Ernawati, Erin Fachrina, Rifka Fachrozie, Ridho Fachry Abda El Rahman Fadhila Rahma, Tri Inda Fadila, Sheila Fadilah, Alniatul Fahnisa, Fahnisa Faisal Akbar Nasution Fauzi, Said Ihsan Firmanita, Firmanita Fuadi Tanjung, Ahmad Gunawan, Gempa Hafnisa, Hafnisa Haq, Zhiaul Harahap, Alwi Padly Harahap, M. Ikhsan Harahap, Miftah Rizki Addin Harahap, Muhammad Ikhsan Harahap, Nur Dalilah Harahap, Rahmat Daim Harahap, Sinta Lestari Hasanah, Selfi Ulfa Hasibuan, Adelia Hasibuan, Reni Ria Armayani Hendra Harmain Hidayat Nasution, Muhammad Taufik Ilham Habibi, Ilham Imran, Buhari Imsar Imsar, Imsar Inda Fadhila Rahma, Tri Indradewa, Rhian Indriani, Rizki Irdayanti, Nadila Ismail K, Kamilah Kamilah, Kamilah Kaspia, Yola Kusmilawaty, Kusmilawaty Lubis, Dini Syafitri Lubis, Fahmi Husaini Lubis, Riska Amalia lubis, Safiah Saffa Lubis, Tasya Fauza M. Ridwan M. Yogi Riyantama Isjoni Maisyaroh, Elvira Maisyaroh, Tetti Manik, M. Bay Hakqi Marliyah, Marliyah Maulida, Tasya Meutia Dewi, Meutia Mingka, Asrawi Fahmi Muhammad Arif Muhammad Fahmi Amrullah, Muhammad Fahmi Muhammad Habibi Siregar, Muhammad Habibi muhammad Syahbudi, muhammad Muhammad Syukri Albani Nasution Muhammad Umar Maya Putra Munir, Muhammad Syamsul Mustapa  Khamal  Rokan N. Nurjanah Nabila, Dara nafisah, nur Naser Daulay, Aqwa Nasution, Alya Mahpuja Nasution, Ferdi Dermawan Nasution, Juliana Nasution, Muhammad Irwan Padli Nasution, Rahma Wulan Suci Nasution, Rahman Ali Nazmi, Khairin Nur Marpaung, Deri Arifin Nuraini Nuraini Nuri Aslami Nurlaila Nurlaila Nurma Sari, Nurma Nursa'idah, Nursa'idah Nursafira, Adela Nursantri Yanti Nurul Inayah Nurul Jannah Pasaribu, Yogi Oriena Prasetyo, Iin Putri, Anysa Putri, Hanifah Restu Putri, Indry_Anggraini Putri, Naswa Aldira Qoyum, Muhammad Rahma, Tri Inda Fadhila Rahman, Diba Nur Rahmani, Nur Ahmadi Bi Raihana, Rika Ramadani, Novira Reska, Ainun Rifana, Muhammad Rifqi, Moch Rizfani Riska, Elvina Rispan, Rispan Romadhon , Fauzi Ahmad Rorizki, Fitri Saifullah Saifullah Sambas, Ihsan Santri Yanti, Nur Sarah Sabila, Sarah Sari, Sekar Sastika, Mila Sihite, Masdinar Silaen, Lena Mardiana Silalahi, Purnama Ramadani Sindi, Sindi Sinulingga, Nabila Oktarina Siregar, Syafrudin Hanafi Siregar, Syaikhah Putri Alifiah Siti Aisyah Siti Khodijah Sitorus, Nurbaina Junita Soemitro, Andi Sri Lestari sri sudiarti Subambang Harsono Suci Ardi, Amalia Ramadhani Sugianto Sugianto Suhairi Suhairi Surbakti, Agung Grafika Surbakti, Putri Filza Salsabila Sutoyo, Yongki Syahfitri, Mulia Syahfitri, Rina Syahrizal Syakir, Ahmad Tanjung, Ayu Wulandari S. Tarigan, Akmal Tuti Anggraini Ulfa, Nadia Utami Zebua, Indah Sri Winanda, Apri Yani Hasibuan, Ary Ahmad Yani, Misri YENNI SAMRI JULIATI NASUTION, YENNI SAMRI JULIATI Yusrizal Yusrizal Zainta, Santri Yani Zuhrinal M. Nawawi Zulfitri Zulfitri, Zulfitri ‘Aisyi, Luthfiyyah Rahadatul