Akuisisi : Jurnal Akuntansi
Vol 17, No 2 (2021)

Measurement of Customer Satisfaction Using Operational Reliability and Responsiveness to Customers of KSPPS BMT Assyafi'iyah Berkah Nasional, Pekalongan Branch

Suharto Suharto (Universitas Muhammadiyah Metro)
Siti Lela Nurmarlina (Universitas Muhammadiyah Metro)
Nani Septiana (Universitas Muhammadiyah Metro)

Article Info

Publish Date
29 Nov 2021

Abstract

This study aims to analyze the effect of operational reliability the responsiveness on customer satisfaction. Coincidence sampling technique was used to obtain a sample of 85 respondents. The terms of the instrument test use validity and reliability tests. The requirements are normal liliefors, homogeneity, linearity, and regression significance must be met while the analysis of the model used is a structural equation, namely Structural Equation Modeling.The findings of this study are that there is a direct positive effect of operational reliability on responsiveness, there is a direct effect of operational reliability on customer satisfaction, and there is a direct effect of responsiveness on customer satisfaction.

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Journal Info
Akuisisi : Jurnal Akuntansi
Website

Abbrev

JA

Publisher

Universitas Muhammadiyah Metro

Subject

Economics, Econometrics & Finance

Description

AKUISISI: Accounting Journal with registered ISSN : 2477-2984 (Online) and ISSN: 1978-6581 (Print) is an information container related to scientific articles that consist of: the results of the research, the study of literature, ideas, theory application, critical analysis studies in Accounting that ...