Customer Satisfaction In PT FIFGROUP Dumai Branch

Authors

  • Dila Erlianti STIA Lancang Kuning
  • fitra Hadi Khaz STIA Lancang Kuning Dumai
  • Agung Wibowo STIA Lancang Kuning

Keywords:

Satisfaction, Customers, Consumers

Abstract

Customer satisfaction is an important factor in providing services for service companies. PT FIFGROUP Dumai Branch as a company engaged in financing services always improves its performance in satisfying its customers. The formulation of the main research problem is how is the level of customer satisfaction at PT FIFGROUP Dumai Branch. The purpose of this research is to determine the level of customer satisfaction and to determine the supporting factors and inhibiting factors of customer satisfaction. The theory used in this study is according to Lupiyoadi in Rangkuti (2017) the level of customer satisfaction, namely a) Product Quality; b) Service Quality; c) Emotional; d) Price; and e) Fees. The sample involved all customers and employees totaling 136 respondents with a saturated sampling technique for employees and accidental sampling customers. The data used are primary and secondary data. Observations, questionnaires and interviews were carried out as data collection techniques. The research findings show that customer satisfaction is in the satisfied category, with a total score of 5,028.

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Published

06-02-2023

How to Cite

Erlianti, D., Hadi Khaz, fitra, & Wibowo, A. (2023). Customer Satisfaction In PT FIFGROUP Dumai Branch. Jurnal Ilmiah Ekonomi Dan Pajak, 3(1), 30–34. Retrieved from https://ojs-ejak.id/index.php/Ejak/article/view/47

Issue

Vol. 3 No. 1 (2023): Volume 3 No.1, 2023

Section

Articles

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Copyright (c) 2023 Dila Erlianti, fitra Hadi Khaz, Agung Wibowo

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