| Abstrakt: |
The current era of globalization and digitalization has created intense competition for financial service providers in Indonesia such as banks, fintech, and cooperatives. The contribution of MSMEs is around 60% of Gross Domestic Product (GDP), which can encourage the pace of the Indonesian economy. The difference in the provision of financial services for MSMEs is an option for MSMEs to obtain business capital loans from the three institutions. The purpose of this study was to analyze customer satisfaction with the service quality of Banks, Fintech, and Cooperatives using the CSI and IPA methods. The object of this research is in Cimarga Sub-District, Lebak District, Banten with a total of 2,277 MSMEs in the micro sector. The sample used is 120 samples with the purposive sampling technique. The results showed that MSMEs were more in the culinary and fashion business units, the amount of business capital ranged from 5-15 million rupiah, and the business age ranged from 1-5 years. Sales turnover is still minimal, under five million rupiah, and the workforce only involves family members. The results showed that the level of satisfaction of MSMEs in obtaining financial services, especially capital loans, was very satisfied for Fintech services and satisfied for Bank and Cooperative services. The level of conformity between expectations and performance at Banks: 87.2%, Fintech: 96.1%, and Cooperatives: 88.8%, this shows that the quality of Fintech services provides a higher level of satisfaction and conformity than Banks and Cooperatives. For this reason, support from various parties is needed, namely the Government, Universities, the Industrial World, and the Community to continue to support the development of MSMEs and facilitate MSMEs with various training related to financial service technology. [ABSTRACT FROM AUTHOR] |
