Effect of Service Quality and Product Quality on Credit Customer Satisfaction in PT BPR BKK Kota Semarang

Abstract

Customer satisfaction with Bank Credit Services and Products plays an important role, considering that one of the main forms of channeling funds is credit. The purpose of this study was to find the effect of service quality on customer satisfaction and the effect of product quality on customer satisfaction. The sample for the survey is 100 respondents from BPR BKK bank clients in Semarang City. Data analysis using Data Quality Test, Classical Assumption Test, Multiple Linear Regression Analysis, and Goodness of Fit Model using the IBM SPSS application. The results show that 1. The service quality variable (X1) has a t count value of 2.758 > t table 1.66023 with a significance level of 0.008 <0.05, so the hypothesis is accepted or partially there is a positive influence and significance between service quality (X1) on customer satisfaction (Y), and 2. The product quality variable (X2) has a t count value of 1.937 > t table 1.66023 with a significance level of 0.056 <0.05, so the hypothesis is accepted or partially there is a positive and significant effect between product quality (X2) on customer satisfaction.