Open AccessCustomer satisfaction analysis based on service quality: case of local credit provider in Bali
Author(s) -
Ni Luh Putu Suciptawati,
N. L. P. S. P. Paramita,
I. P. Aristayasa
Publication year - 2019
Publication title -
journal of physics. conference series
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.21
H-Index - 85
eISSN - 1742-6596
pISSN - 1742-6588
DOI - 10.1088/1742-6596/1321/2/022055
Subject(s) - nonprobability sampling , financial institution , service quality , dimension (graph theory) , business , empathy , customer satisfaction , scale (ratio) , marketing , service (business) , institution , quality (philosophy) , perception , reliability (semiconductor) , value (mathematics) , psychology , finance , geography , statistics , social psychology , sociology , mathematics , demography , population , social science , philosophy , power (physics) , epistemology , quantum mechanics , physics , cartography , neuroscience , pure mathematics
Lembaga Perkreditan Desa (LPD) or village credit institution is a financial institution that is only exists in Bali. LPDs had been developed to promote the local people economies by providing micro credits as well as to deposit their money. This paper is aimed to study the satisfaction of customers toward LPD’s services. A hundred and fifty customers of LPD Sidakarya that is located at Denpasar were purposive sampling selected as the respondents of the study on July 2017. The data were collected by applying self-organized questionnairé which its items were developed using 7 scale on Likerts’ measurement. The respondents were asked to value their expectation as well as their perception on five dimension of service quality i.e. tangible factor, reliability, responsiveness, assurance, and empathy. The study reveals tangible factor was perceived positively whilest the other determinants need to be improved.