KEPERCAYAN, KEMUDAHAN, DAN PELAYANAN TERHADAP KEPUASAN KONSUMEN PADA DIVISI PENAGIHAN CICILAN MOTOR PT.WOM FINANCE CABANG CILEDUG

(PERIODE SEPTEMBER-NOVEMBER 2018)

Abstract

Competition in the finance company runs very tight. The tight competition was initially triggered by unstable economic conditions due to the prolonged crisis, so that the important role played by finance companies has helped to alleviate the burden of financially disadvantaged people who have automatically increased the purchasing power of consumers. individuals and organizations / business entities by facilitating their financing. The purpose of this study was to find out how the influence of Trust, Ease and Service on Consumer Satisfaction. The sample in this study were consumers of PT. WOM Finance Ciledug branch that makes payments directly to the motorcycle installment collection division. The number of samples used were 96 respondents and questionnaires were distributed by 96 questionnaires and 96 questionnaires that could be processed. Data processing uses validity testing, reliability testing, classic assumption testing, multiple linear regression tests, and correlation tests through version 22 of the SPSS (Statistical Peckage for Social Sciences) program. The results of this study indicate that Trust and Ease have a significant effect on partial customer satisfaction . In addition, this study also proves that Service partially has no effect on Consumer Satisfaction. For further research, it is expected to be able to add other variables which are also indicated to influence consumer satisfaction