Analysis Of Service Quality, Product Quality, And Employee Performance Towards Customer Satisfaction In Partner Financing At Bsi Kcp Tomoni

Besse Ainun Annisa

doi:10.63922/ijebir.v5i05.6344

Besse Ainun Annisa Postgraduate Program, State Islamic University of Palopo 2026

DOI: https://doi.org/10.63922/ijebir.v5i05.6344

Keywords: service quality; product quality; employee performance; customer satisfaction; Mitraguna financing.

Abstract

This study aims to analyze the influence of service quality, product quality, and employee performance on customer satisfaction in Mitraguna financing at BSI KCP Tomoni. The study used a descriptive quantitative approach. The study population was 42 Mitraguna financing customers, while the sample used was 30 respondents with a purposive sampling technique. Primary data were collected through questionnaires and analyzed using SPSS 27 with the classical assumption test and multiple linear regression. The results showed that service quality had a positive and significant effect on customer satisfaction, while product quality had no significant effect. Employee performance had a positive and significant effect on customer satisfaction. Simultaneously, service quality, product quality, and employee performance had a positive and significant effect on customer satisfaction. The Adjusted R Square value of 0.966 indicates that the three independent variables were able to explain 96.6% of the variation in customer satisfaction, while 3.4% was influenced by other factors outside the research model.

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