Pengaruh People, Process, dan Physical Evidence terhadap Kepuasan Konsumen pada PT Federal International Finance (FIF GROUP) Samarinda
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Abstract
This study aims to analyze the influence of people, process, and physical evidence variables on customer satisfaction at PT Federal International Finance (FIF GROUP) Samarinda, both partially and simultaneously. The research method used a quantitative approach with a purposive sampling technique, involving 104 FIF GROUP Samarinda consumer respondents. Data were collected through questionnaires and analyzed using multiple linear regression, t-test, F-test, and coefficient of determination (R²) with the help of IBM SPSS Statistics 27. The results show that people and process have a positive and significant effect on customer satisfaction, while physical evidence has a positive but insignificant effect. Simultaneously, all three variables have a positive and significant effect on customer satisfaction. These findings emphasize the importance of human factors and service processes in creating customer satisfaction in the financing sector.
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