Analysis of Service Quality Dimensions at PT. Mega Finance Dumai Branch
Keywords:
service quality, customer satisfaction, financingAbstract
The increasingly intense business competition demands financing service companies to provide high-quality services to maintain and enhance customer loyalty. This study aims to analyze the service quality dimensions at PT. Mega Finance Cabang Dumai using five key indicators: reliability, tangible aspects, responsiveness, assurance, and empathy. The research employs a quantitative method with data collection techniques through questionnaires and interviews with employees and customers. The findings indicate that several aspects of service have not yet reached optimal levels, particularly in terms of the timeliness of credit processing and insurance claims, which often experience delays. Factors affecting service quality include the completeness of customer documents, the availability of vehicle units, and the lengthy survey process. Based on these findings, PT. Mega Finance Cabang Dumai is advised to improve the efficiency of service procedures to accelerate transactions and enhance customer satisfaction.
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