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All Journal CAPITAL: JURNAL EKONOMI DAN MANAJEMEN
Riwanto
Universitas Ma’arif Lampung
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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THE EFFECT OF SERVICE QUALITY AND RELATIONSHIP QUALITY TO CUSTOMER SATISFACTION ON BMT ROUDLATUL QUR’AN KOTA METRO Riwanto; Finny Ligery; Subandi
CAPITAL: Jurnal Ekonomi dan Manajemen Vol. 9 No. 1 (2025)
Publisher : UNIVERSITAS PGRI MADIUN

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.25273/capital.v9i1.21529

Abstract

This study aims to examine consumer satisfaction which is allegedly caused by service quality factors and the relationship qualitys in financial institutions such as BMT Roudlatul Qur'an. This research discusses the increase in consumer satisfaction that needs to be deepened on the basis of the empirical gap contained in the background. The study uses a quantitative method in explaining the relationship between independent variables to dependent variables. The research respondents were 52 savings customers from BMT Roudlatul Qur'an. Data was collected through questionnaires distributed online using Google Form. Furthermore, the data was processed using the SPSS application with multiple linear regression. The quality of service and the relationship qualitys simultaneously have an influence on member satisfaction. However, the results depart from the relationship between the variables that are partially tested. The quality of the relationship has no positive and significant influence on member satisfaction. This results in BMT Roudlatul Qur'an needing to build a sustainable relationship in increasing customer loyalty to the institution. On the other hand, service quality has a positive and significant influence on member satisfaction. The service quality still has shortcomings in the eyes of customers, but has a positive side in improving personal service, even though it is not comprehensive, especially in physical form.
Co-Authors Finny Ligery Subandi Subandi