Improve Service Capabilities

Oct 13, 2025 by wbrum.org 33 views

Analysis of the Effect of Product Quality on Mandiri Savings Customer Satisfaction on Students of the Faculty of Economics, University of North Sumatra

Introduction

In today's competitive banking industry, customer satisfaction is a crucial factor in determining the success of a bank. Mandiri Savings, a leading savings product in Indonesia, has been gaining popularity among students of the Faculty of Economics, University of North Sumatra. However, the question remains: what factors contribute to the satisfaction of Mandiri Savings customers among this demographic? This study aims to identify and analyze the influence of product quality on the satisfaction of independent savings customers on students of the Faculty of Economics, University of North Sumatra.

Methodology

This study employed a purposive sampling method, where samples were selected based on certain criteria. The sample criteria in this study were students of the Faculty of Economics, University of North Sumatra who had used Mandiri Savings for more than six months. The study used descriptive and statistical analysis methods, including multiple linear regression, simultaneous significance test (F-test), partial significance test (T-test), and the coefficient of determination (R2) to test the hypotheses.

Hypothesis Testing

The results of the hypothesis testing showed that there was a positive and significant influence of product quality, which consisted of performance, features, compatibility, service capabilities, and perceived quality, on the satisfaction of independent savings customers in students of the Faculty of Economics, University of North Sumatra. The simultaneous test (F-test) revealed that the performance variables, features, suitability, service capabilities, and quality that were felt together had a positive and significant effect on the satisfaction of independent savings customers.

Partial Test (T-test)

The partial test (T-test) showed that the service capability variable has a dominant influence on the satisfaction of independent savings customers. This finding suggests that good and responsive service, as well as the ability of banks in solving customer problems effectively, is very important to build customer loyalty.

Coefficient of Determination (R2)

The adjusting coefficient of determination (Adjusted R Square) showed a value of 0.328, which means that 32.8% of the satisfaction of independent savings customers can be explained by independent variables, namely performance, features, compatibility, service capability, and perceived quality. While the rest, 67.2%, can be explained by other factors that are not examined in this study.

Deeper Analysis

This study provides a deeper understanding of the factors that influence the satisfaction of independent savings customers, especially in students of the Faculty of Economics, University of North Sumatra. The finding shows that product quality, especially service capabilities, has a significant influence on customer satisfaction. This suggests that banks should focus on improving their service capabilities and delivery of added value felt by customers.

Recommendation

Based on the findings of this study, the following recommendations are made:

Improve Service Capabilities

Bank Mandiri needs to improve their service capabilities, such as response speed, ease of service access, and the right solution for customer problems. This can be achieved by investing in technology, training staff, and implementing efficient processes.

Strengthening Quality Perception

Bank Mandiri needs to build positive quality perceptions in the eyes of customers through effective promotions, build strong brand images, and be consistent in providing the best service. This can be achieved by creating a strong brand identity, engaging with customers through social media, and providing excellent customer service.

Pay Attention to Other Factors

This research only analyzes the influence of product quality. It is essential to consider other factors that might affect customer satisfaction, such as price, promotion, and personal factors. This can be achieved by conducting further research and gathering more data on these factors.

Conclusion

In conclusion, this study provides valuable insights into the factors that influence the satisfaction of independent savings customers among students of the Faculty of Economics, University of North Sumatra. The findings suggest that product quality, especially service capabilities, has a significant influence on customer satisfaction. By understanding these factors, Bank Mandiri can improve their strategy to achieve targets and maintain customer loyalty.

Limitation of the Study

This study has several limitations. Firstly, the study only focuses on students of the Faculty of Economics, University of North Sumatra, which may not be representative of the broader population. Secondly, the study only analyzes the influence of product quality, which may not be the only factor affecting customer satisfaction. Finally, the study uses a cross-sectional design, which may not capture the dynamic nature of customer satisfaction.

Future Research Directions

Future research should aim to address these limitations by:

Conducting a larger-scale study that includes a more diverse population
Analyzing the influence of other factors that may affect customer satisfaction
Using a longitudinal design to capture the dynamic nature of customer satisfaction

By addressing these limitations and conducting further research, we can gain a deeper understanding of the factors that influence customer satisfaction and develop more effective strategies to improve customer loyalty.
Q&A: Analysis of the Effect of Product Quality on Mandiri Savings Customer Satisfaction on Students of the Faculty of Economics, University of North Sumatra

Q: What is the main objective of this study?

A: The main objective of this study is to identify and analyze the influence of product quality on the satisfaction of independent savings customers on students of the Faculty of Economics, University of North Sumatra.

Q: What is the sampling method used in this study?

A: The sampling method used in this study is purposive sampling, where samples are selected based on certain criteria. The sample criteria in this study were students of the Faculty of Economics, University of North Sumatra who had used Mandiri Savings for more than six months.

Q: What are the independent variables used in this study?

A: The independent variables used in this study are performance, features, compatibility, service capabilities, and perceived quality.

Q: What is the coefficient of determination (R2) in this study?

A: The adjusting coefficient of determination (Adjusted R Square) in this study is 0.328, which means that 32.8% of the satisfaction of independent savings customers can be explained by independent variables, namely performance, features, compatibility, service capability, and perceived quality.

Q: What is the dominant influence on customer satisfaction in this study?

A: The service capability variable has a dominant influence on the satisfaction of independent savings customers in this study.

Q: What is the recommendation for Bank Mandiri based on the findings of this study?

A: Based on the findings of this study, Bank Mandiri needs to improve their service capabilities, strengthen quality perception, and pay attention to other factors that might affect customer satisfaction.

Q: What are the limitations of this study?

A: This study has several limitations, including:

The study only focuses on students of the Faculty of Economics, University of North Sumatra, which may not be representative of the broader population.
The study only analyzes the influence of product quality, which may not be the only factor affecting customer satisfaction.
The study uses a cross-sectional design, which may not capture the dynamic nature of customer satisfaction.

Q: What are the future research directions based on the findings of this study?

A: Future research should aim to address the limitations of this study by:

Conducting a larger-scale study that includes a more diverse population
Analyzing the influence of other factors that may affect customer satisfaction
Using a longitudinal design to capture the dynamic nature of customer satisfaction

Q: What are the implications of this study for Bank Mandiri?

A: The findings of this study suggest that Bank Mandiri should focus on improving their service capabilities and delivery of added value felt by customers. By doing so, Bank Mandiri can improve customer satisfaction and loyalty.

Q: What are the implications of this study for the banking industry?

A: The findings of this study suggest that banks should focus on improving their service capabilities and delivery of added value felt by customers. By doing so, banks can improve customer satisfaction and loyalty, which can lead to increased customer retention and revenue growth.

Q: What are the implications of this study for students of the Faculty of Economics, University of North Sumatra?

A: The findings of this study suggest that students of the Faculty of Economics, University of North Sumatra should consider the factors that influence customer satisfaction when choosing a savings product. By doing so, students can make informed decisions and choose a savings product that meets their needs and preferences.