Research Paper
Year: 2020 | Month: February | Volume: 7 | Issue: 2 | Pages: 387-393
The Effect of Product Quality and Service Quality on Multi Purpose Loan Credit (KMG) Customer Satisfaction of Customs in Bank Sumut of Iskandar Muda Branch
Hariono Akbar, Amrin Fauzi, Abdul Rahim Matondang
Universitas Sumatera Utara, Medan, Indonesia.
Corresponding Author: Hariono Akbar
ABSTRACT
The purpose of this study was to determine the Effect of Product Quality and Service Quality on Customer Satisfaction of Multi-Purpose Credit PT Bank Sumut Branch Iskandar Muda, Medan, Indonesia. This type of research is a correlational descriptive study. The population in this study with respect to the object of research is Multi-Purpose Credit customers who are still active in PT Bank Sumut Iskandar Muda Branch totaling 317 customers. By using the Slovin formula the selected sample of 177 respondents. The analytical tool used is multiple regression analysis. The results show that product quality is partially positive and significant effect on customer satisfaction and service quality is the most dominant variable in determining customer satisfaction. Service quality is partially positive and significant effect on customer satisfaction. Product quality and service quality simultaneously have a positive and significant effect on customer satisfaction.
Keywords: product quality, service quality, customer satisfaction.
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