Analysis of Customer Satisfaction in Multifinance Companies

• Author(s): Sriyatun ; Aris Sugiarto
• Paper ID: 1704664
• Page: 416-423
• Published Date: 15-06-2023
• Published In: Iconic Research And Engineering Journals
• Publisher: IRE Journals
• e-ISSN: 2456-8880
• Volume/Issue: Volume 6 Issue 12 June-2023

Abstract

Multifinance companies are financial institutions that provide various financing services to consumers. In this context, understanding and fulfilling customer satisfaction is very important for multi-finance companies in order to maintain and increase market share and achieve long-term success. The purpose of this study is to investigate the relationship between the presence of many financial institutions in Sumbawa City and levels of customer satisfaction. According to the calculations made using purposive sampling, the population for this study is 150 individuals that participated in the survey. The research instrument makes use of a questionnaire that has a Likert scale as its data collection technique. This type of data collection is called a survey. The Smart PLS test tool, which is used to test the descriptive features of consumers, and the partial least squares test, which is used to determine the hypothesis findings, are the methods that are utilised in the process of analysing the data. The findings of this study reveal, on the basis of the analysis that has been carried out, that factors such as customer trust, facilities, and quality might have an effect on customer satisfaction.

Keywords

Trust, Facilities, Service Quality, Customer Satisfaction.

Citations

IRE Journals:
Sriyatun , Aris Sugiarto "Analysis of Customer Satisfaction in Multifinance Companies" Iconic Research And Engineering Journals Volume 6 Issue 12 2023 Page 416-423

IEEE:
Sriyatun , Aris Sugiarto "Analysis of Customer Satisfaction in Multifinance Companies" Iconic Research And Engineering Journals, 6(12)