RANI SYAHFITRI, NPM 2201100142 (2026) PENGARUH KUALITAS PRODUK , FASILITAS , DAN PELAYANAN TERHADAP KEPUASAN NASABAH MANDIRI TUNAS FINANCE CABANG RANTAUPRAPAT. Tugas_Akhir(Artikel) IKRAITH-EKONOMIKA, 9 (2). pp. 1600-1616. ISSN 2654-4946(p-ISSN) 2654-7538(e-ISSN)
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk, fasilitas, dan pelayanan terhadap kepuasan nasabah pada Mandiri Tunas Finance Cabang Rantauprapat. Penelitian ini menggunakan metode kuantitatif dengan pendekatan asosiatif. Populasi dalam penelitian ini adalah seluruh nasabah Mandiri Tunas Finance Cabang Rantauprapat dengan jumlah sampel sebanyak 96 responden yang diperoleh menggunakan teknik proportional random sampling. Teknik pengumpulan data dilakukan melalui penyebaran kuesioner kepada responden. Analisis data menggunakan uji validitas, uji reliabilitas, uji asumsi klasik, analisis regresi linear berganda, uji t, uji F, dan uji koefisien determinasi dengan bantuan IBM SPSS Statistics 26. Hasil penelitian menunjukkan bahwa secara parsial kualitas produk dan pelayanan berpengaruh positif dan signifikan terhadap kepuasan nasabah, sedangkan fasilitas tidak berpengaruh signifikan terhadap kepuasan nasabah. Secara simultan kualitas produk, fasilitas, dan pelayanan berpengaruh signifikan terhadap kepuasan nasabah. Hasil uji koefisien determinasi menunjukkan nilai R Square sebesar 0,769 yang berarti bahwa variabel kualitas produk, fasilitas, dan pelayanan mampu menjelaskan kepuasan nasabah sebesar 76,9%, sedangkan sisanya sebesar 23,1% dipengaruhi oleh variabel lain di luar penelitian.. Kata kunci : Kualitas Produk, Fasilitas, Pelayanan, Kepuasan Nasabah ================================================================ This study aims to determine the effect of product quality, facilities, and service on customer satisfaction at Mandiri Tunas Finance Rantauprapat Branch. This study used a quantitative method with an associative approach. The population in this study consisted of all customers of Mandiri Tunas Finance Rantauprapat Branch, with a sample of 96 respondents obtained through proportional random sampling technique. Data collection was carried out by distributing questionnaires to respondents. Data analysis used validity test, reliability test, classical assumption test, multiple linear regression analysis, t-test, F-test, and coefficient of determination test with the assistance of IBM SPSS Statistics 26.The results showed that partially product quality and service had a positive and significant effect on customer satisfaction, while facilities had no significant effect on customer satisfaction. Simultaneously, product quality, facilities, and service had a significant effect on customer satisfaction. The coefficient of determination test showed an R Square value of 0.769, which means that product quality, facilities, and service variables were able to explain customer satisfaction by 76.9%, while the remaining 23.1% was influenced by other variables outside this study. Keyword : Product Quality, Facilities, Service, Customer Satisfaction
| Item Type: | Article |
|---|---|
| Uncontrolled Keywords: | Kualitas Produk, Fasilitas, Pelayanan, Kepuasan Nasabah==============Product Quality, Facilities, Service, Customer Satisfaction |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HM Sociology |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Unnamed user with email repository@ulb.ac.id |
| Date Deposited: | 19 Oct 2026 03:26 |
| Last Modified: | 19 Oct 2026 03:26 |
| URI: | http://repository.ulb.ac.id/id/eprint/2920 |
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