Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Jurnal Pengabdian Masyarakat dan Riset Pendidikan
Mira Astika
Unknown Affiliation
Humanities Education Languange, Linguistic, Communication & Media Mathematics Other

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah pada PNM Mekaar: Penelitian Mira Astika; Zaenal Abidin; Alisyah Pitri
Jurnal Pengabdian Masyarakat dan Riset Pendidikan Vol. 4 No. 1 (2025): Jurnal Pengabdian Masyarakat dan Riset Pendidikan Volume 4 Nomor 1 (Juli 2025 -
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jerkin.v4i1.2100

Abstract

Service quality is a key factor in determining customer satisfaction, particularly in non-bank financial institutions with a social mission, such as PT Permodalan Nasional Madani (PNM) Mekaar. This study aims to assess the influence of service quality on customer satisfaction at the Muara Sabak Timur Branch Unit using a descriptive quantitative approach. A sample of 98 respondents was selected from a population of 3,318 customers through disproportionate stratified random sampling. Service quality was analyzed based on the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Customer satisfaction was measured through expectation fulfillment, interest, and the tendency to provide recommendations. The regression analysis results indicate a positive and significant relationship between service quality and customer satisfaction, with a correlation coefficient of 0.647 and a coefficient of determination of 41.9%. These findings underscore the importance of holistically enhancing service quality to strengthen customer loyalty and the effectiveness of sharia-based economic empowerment programs in the ultra-micro sector.
Co-Authors Alisyah Pitri Zaenal Abidin