ANALISIS PENGARUH KUALITAS PELAYANAN, HARGA DAN PROSES TERHADAP KEPUASAN NASABAH PEMBIAYAAN BMT AL-HIDAYAH UMMAT SEJAHTERA (DESA KOTARAJA, KECAMATAN SIKUR, KABUPATEN LOMBOK TIMUR, PROVINSI NUSA TENGGARA BARAT.)

This study aims at explaining the effect of service quality, price and process on customer satisfaction in BMT Al-Hidayah Ummat Sejatera financing. The analytical method used in this study is a quantitative descriptive method using the IBM SPSS version 24 analysis tool. The results of this study showed that the service quality and process have a positive and significant impact on customer satisfaction at BMT AlHidayah financing. Meanwhile, the price has a negative and significant effect on customer satisfaction at BMT Al-Hidayah financing. It means that customers are satisfied with the service quality provided by BMT Al-Hidayah employees. In addition, the customers are also satisfied with the financing process at BMT AlHidayah. Meanwhile, the customers are dissatisfied because the prices offered by BMT Al-Hidayah are expensive. BMT Al-Hidayah has carried out all aspects that provide satisfaction for customers. However, it would be better if the price given was more suitable so that it would be able to make customers more satisfied.