Analysis of Factors Driving Customer Satisfaction in Murabahah Financing at BMT Tanjung Paiton Probolinggo

Abstract

This study aims to describe the results of the analysis of the factors that encourage
customer satisfaction in murabahah financing at BMT Tanjung Paiton
Probolinggo. To facilitate the research process, this research process uses a
qualitative-descriptive approach. The research stages consist of the orientation
stage or pre-field stage, the field activity stage and the data analysis stage. Data
collection techniques using interviews, observation and documentation. Sources
of data used are primary and secondary data sources. The data analysis uses data
reduction, data display and conclusion drawing/verification. The data validity
technique uses the credibility test, transferability test, dependability test, and
comfirmability test. The results showed that BMT Tanjung Paiton Probolinggo
was very concerned about customer satisfaction. Customer satisfaction in
financing at BMT Tanjung Paiton Probolinggo has several factors. Among these
factors, namely: 1) the procedures and services do not complicate the customers
of BMT Tanjung Paiton Probolinggo; 2) if there is a problem between BMT
Tanjung Paiton and its customers, then both use the family system; 3) the
language of instruction uses the Madurese language, so it is comfortable to
communicate; 4) ujroh BMT Tanjung Paiton Probolinggo is only 1.5% affordable;
5) BMT Tanjung Paiton Probolinggo does not impose a fine if the installment
payment is late; and 5) the contract used in the financing process at BMT Tanjung
Paiton Probolinggo uses a rohn contract.