The influence of management commitment on customer satisfaction: a study at BPRS Bhakti Makmur Indah
Keywords:
Managerial Commitment, Customer Satisfaction, BPRS Bhakti Makmur IndahAbstract
The growth of Islamic banking in Indonesia has increased the importance of customer satisfaction as the main measure of service quality. This study examines the influence of managerial commitment on customer satisfaction at BPRS Bhakti Makmur Indah, an Islamic microfinance institution in East Java with a family approach. Using a quantitative survey of 85 randomly selected respondents, data were analyzed by simple linear regression through SPSS 25.0. The results showed that managerial commitment significantly affected customer satisfaction (coefficient = 1.294, t = 69.667 > t-table = 1.663, p = 0.000 < 0.05). An adjusted R² of 0.997 indicates that 99.7% of satisfaction variations are explained by managerial commitment. This highlights the importance of affective, continuous, and normative commitment in providing ethical and customer-focused services.
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