The Influence of People, Process, and Physical Evidence on Customer Satisfaction among Users of Savings and Loan Services at the Tirta Dharma Employee Consumer Cooperative in Pontianak

Rizkia Dian Pramesti; Samsuddin Samsuddin

doi:10.55927/ajabm.v5i2.35

Authors

Rizkia Dian Pramesti Universitas Muhammadiyah Pontianak
Samsuddin Samsuddin Universitas Muhammadiyah Pontianak

DOI:

https://doi.org/10.55927/ajabm.v5i2.35

Keywords:

People, Process, Physical Evidence, Consumer Satisfaction

Abstract

This study aims to analyze the impact of personnel, processes, and physical evidence on customer satisfaction with savings and loan services at the Tirta Dharma Pontianak Employee Consumer Cooperative. This study employs an associative research design and a quantitative methodology. The study population consisted of 229 cooperative members, utilizing a study sample of 100 respondents chosen by a purposive selection method, namely members who had made savings and loan transactions more than once. Multiple linear regression analysis was employed to analyze the data collected through questionnaires and interviews. The regression analysis's findings indicate that Y = 1.445 + 0.285X₁ + 0.231X₂ + 0.162X₃. The coefficient of determination (R²) value of 0.401 indicates that these three variables explain 40.1% of the variation in customer satisfaction, while other factors beyond the research model account for 59.9%. The correlation coefficient (R) of 0.633 indicates a robust association among people, process, and physical evidence with customer satisfaction. The F-test results demonstrate that customer satisfaction is concurrently and significantly affected by persons, processes, and tangible evidence. The preliminary findings of the partial t-test demonstrate that customer satisfaction is favorably and significantly affected by individuals, processes, and tangible proof.

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