From Quality to Profitability: The Link between Service, Product Quality, and Customer Satisfaction at PT Mandiri Utama Finance
DOI:
https://doi.org/10.37385/ijedr.v6i5.8472Keywords:
Service Quality, Product Quality, Customer Satisfaction, Profitability, Financial ServicesAbstract
This study investigates the influence of service quality and product quality on customer satisfaction at PT Mandiri Utama Finance, Buleleng Regency, and explores the broader implication of customer satisfaction as a driver of business profitability. Employing a quantitative approach, data were collected through questionnaires distributed to customers and analyzed using SPSS version 21.0. The analysis involved validity and reliability tests, classical assumption testing, multiple linear regression, goodness-of-fit evaluation, and hypothesis testing. The findings reveal that both service quality and product quality have a positive and significant effect on customer satisfaction. Furthermore, the study highlights that enhancing these quality dimensions is not only essential for improving satisfaction but also contributes to the company’s long-term financial performance by fostering stronger customer relationships and retention.
References
Ambarita, L. G., Sekarningsih, P. R., & Lestari, Y. H. S. (2023). The effect of product quality and service quality, customer satisfaction on customer loyalty. Indonesian Marketing Journal, 3(1). https://doi.org/10.19166/imj.v3i1.6854
Ardiansyah, I. F., Zailani, A., & Widodo, Z. D. (2023). The effect of product quality, service quality, and trust on customer satisfaction at Praja Decoration in Purwodadi. International Journal of Economy, Education and Entrepreneurship, 3(2), 502–511. https://doi.org/10.53067/ije3.v3i2.173
Aulia, A. I., & Rofiaty, R. (2023). The effect of product quality and service quality on customer satisfaction at Bank Sinarmas. Jurnal Manajemen Pemasaran dan Perilaku Konsumen, 2(2), 262–269. https://doi.org/10.21776/jmppk.2023.02.2.01
Budiasni, N. W. N., & Widiartana, G. T. (2023). Pengaruh Store Atmosphere, Kualitas Produk dan Varian Produk terhadap Kepuasan Pelanggan pada Danke Café Singaraja. Artha Satya Dharma, 16(2).
Fauziah, Y., Sumantyo, F. D. S., & Ali, H. (2023). Pengaruh online consumer review, kualitas produk dan persepsi harga terhadap keputusan pembelian. Jurnal Komunikasi dan Ilmu Sosial, 1(1), 48–64. https://doi.org/10.38035/jkis.v1i1.118
Hadi, R. K., Sulaeman, A., & Komarudin, K. (2023). The influence of service quality and product quality on customer satisfaction at PT. Airmas Perkasa. International Journal Management and Economic, 4(1). https://doi.org/10.56127/ijme.v4i1.1863
Kasih, N. L. S., & Wijaya, G. H. P. (2022). Pengaruh Disiplin Kerja dan Kinerja Pegawai terhadap Kualitas Pelayanan Publik di Dinas Pengendalian Penduduk, KB, Pemberdayaan Perempuan dan Perlindungan Anak Kabupaten Buleleng. Artha Satya Dharma, 15(2), 35–42. https://doi.org/10.55822/asd.v15i2.259
Kristiawan, Y., Hartoyo, H., & Suharjo, B. (2021). Customer satisfaction: Service quality or product quality? (Case study at fast food restaurant in Jabodetabek). Binus Business Review, 12(2), 165–176. https://doi.org/10.21512/bbr.v12i2.6672
Krismantara, K. H., Suartina, I. W., & Mahayasa, I. G. A. (2023). Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Kepuasan Konsumen di UD. Paon Kembar Desa Peguyangan Kangin Denpasar. WidyaAmrita: Jurnal Manajemen, Kewirausahaan dan Pariwisata, 3(4), 790–798.
Lestari, A. T., & Iskandar, K. (2021). Pengaruh kualitas pelayanan dan kualitas produk terhadap kepuasan konsumen Bank BTN cabang Tegal. Journal of Economic and Management (JECMA), 3(2), 1–9.
Magister Management, N. K. D. A., Wimba, I. G. A., & Trarintya, M. A. P. (2023). The effect of service quality and product quality on consumer repurchase intention with satisfaction as a mediating variable at Putri Ayu’s Weaving in Gianyar Regency. Management and Applied Social Studies Review, 1(2), 64–70. https://doi.org/10.32795/massiv.v1i2.4280
Mahsyar, S., & Surapati, U. (2023). Effect of service quality and product quality on customer satisfaction and loyalty. International Journal of Economics, Business and Accounting Research (IJEBAR).https://doi.org/10.29040/ijebar.v4i03.128
Mariansyah, A., & Syarif, A. (2020). Pengaruh kualitas produk, kualitas pelayanan, dan harga terhadap kepuasan konsumen cafe kabalu. Jurnal Ilmiah Bina Manajemen, 3(2), 134–146.
Rachman, A. S. (2018). The effect of product quality, service quality, customer value on customer satisfaction and word of mouth. Journal of Research in Management, 1(3), 1–9. https://doi.org/10.32424/jorim.v1i3.36
Rita, R., & Davidson, D. (2022). Pengaruh product quality dan service quality terhadap customer satisfaction yang berdampak pada customer loyalty. Jurnal Perspektif Manajerial dan Kewirausahaan, 3(1), 9–16. https://doi.org/10.59832/jpmk.v3i1.171
Sagala, I., Zebua, Y., & Halim, A. (2021). The impact of service quality through customer satisfaction on customer loyalty. Nidhomul Haq: Jurnal Manajemen Pendidikan Islam, 6(2), 236–243.
Suhairi, D. (2019). Pengaruh Harga, Kualitas Produk dan Kualitas Layanan terhadap Kepuasan Konsumen di PT. Honda Autobest Bandung. Media Bina Ilmiah, 14(3), 2539–2548.
Suparwo, A., Arif, M. R. A. P., Mauliyan, F. F., & Angliawati, R. Y. (2025). Analisis Kualitas Pelayanan terhadap Kepuasan serta Dampaknya pada Loyalitas Nasabah PT. Askrindo Cabang Bandung. Jurnal Bina Manajemen, 13(2), 85–95.
Suwardi, S., & Puspa, Y. (2023). Pengaruh Kualitas Pelayanan, Harga dan Lokasi terhadap Kepuasan Pelanggan PT. Mega Central Finance (MCF) Cabang Karawaci Tangerang. NIKAMABI: Jurnal Ekonomi & Bisnis, 2(2), 30–36.
Tanjung, A. A. H., Else, E., Satria, M. S., & Elvari, S. (2022). The effect of product quality and service quality on consumer satisfaction and repurchase intention (study at Starbucks). Indonesian Marketing Journal, 2(2). https://doi.org/10.19166/imj.v2i2.6762
Wianti, W., Yuniarti, P., & Susanto, A. (2021). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pelanggan pada PT Adira Dinamika Multi Finance Kantor Cabang Petojo Utara Jakarta. Jurnal Administrasi Bisnis, 1(2), 75–80.
