Pengaruh Kualitas Pelayanan, Faktor Emosional, dan Komunikasi Terhadap Kepuasan Nasabah di BMT UGT Nusantara Capem Dampit

Moch. Ferdinsyah Imami, Harun Alrasyid, Ratna Tri Hardaningtyas

Abstract


This research seeks to examine the influence of service quality, emotional factors, and communication on customer satisfaction at BMT UGT Nusantara Capem Dampit. A quantitative approach was applied using a survey method, in which questionnaires were distributed to 90 customers selected through purposive sampling. The collected data were processed and analyzed using multiple linear regression analysis, following validity, reliability, and classical assumption testing. The findings reveal that service quality, emotional factors, and communication each have a positive and significant impact on customer satisfaction. Moreover, when tested simultaneously, these three independent variables also significantly affect customer satisfaction. The results suggest that enhancing service quality, addressing customers’ emotional aspects, and maintaining effective communication play an essential role in improving customer satisfaction within Islamic microfinance institutions.

Keywords: Service quality, emotional factors, communication, customer satisfaction.


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References


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