PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH KREDIT UKM PADA PT. BANK KB BUKOPIN TBK. CABANG MAKASSAR

Muh. Asri. 2023. The Influence of Service Quality on SME Credit Customer Satisfaction at PT. Bank KB Bukopin, Tbk. Makassar branch, supervised by Azlan Azhari and Reynilda.
The purpose of this study was to determine the effect of service quality, namely tangibles, reliability, responsibility, assurance, and empathy partially and simultaneously on SME loan customer satisfaction at PT. Bank KB Bukopin, Tbk. Macassar Branch.
The population in this study are SME Credit Customers at PT. Bank KB Bukopin, Tbk. The Makassar branch, with a total of 239 customers, considering the population is quite large, the Slovin formula was used to obtain a total sample of 150 people. Data collection techniques through questionnaires and literature study, while data analysis techniques using multiple linear regression analysis.
The results show that (1) Partially service quality through tangibles, reliability, responsibility, assurance, and empathy, had a positive and significant effect on SME loan
customer satisfaction at PT. KB Bukopin Bank, Makassar Branch. (2) Simultaneously service quality, namely tangibles, reliability, responsibility, assurance, and empathy has a significant effect on SME loan customer satisfaction at PT. KB Bukopin Bank, Makassar Branch.