Abstract

 

The problem in this study is rooted in the complaint for the service credit in BMT Nusa Umat Sejahtera Branch Banjarnegara. This study aims to identify and analyze the influence of dimensions of service reliability, responsiveness and assurance on customer satisfaction credit on BMT Nusa Umat Sejahtera Branch Banjarnegara, as well as the dominant variable credit on customer satisfaction in BMT Nusa Umat Sejahtera Branch Banjarnegara.

The results of this study indicate that there are dimensions influence service reliability, responsiveness and assurance on customer satisfaction partial credit on BMT Nusa Umat Sejahtera Branch Banjarnegara. Dimensions of service reliability is the dominant variable credit on customer satisfaction in BMT Nusa Umat Sejahtera Branch Banjarnegara.

Based on these results the BMT Nusa Umat Sejahtera Branch Banjarnegara need to make efforts to improve the performance of services on the dimensions of reliability, by improving time management or to schedule a more professional in providing credit services to always be on time as promised, the dimensions of responsiveness, by providing front office employees that specializes in serving credit to customers, as well as the assurance dimension, by continuing to engage employees in the education and training to improve employee knowledge BMT Nusa Umat Sejahtera in order to perform their job well.

Further research should be carried out on credit customers throughout the BMT Nusa Umat Sejahtera Branch Banjarnegara. Also in future studies also need to be explored further variables that affect the customer satisfaction of credit.


Keywords: reliability, responsiveness, assurance, satisfaction.