The Effect of the Business Capacity Development Program (PKU) Implementation on Customer Financing Quality through Customer Satisfaction as an Intervening Variable, with Customer Characteristics as A Moderating Variable at PNM Mekaar Sukabumi Branch

Dahniar; Umbas Krisnanto

doi:10.55927/ijis.v5i10.81

Authors

Dahniar Perbanas Institute
Umbas Krisnanto Perbanas Institute

DOI:

https://doi.org/10.55927/ijis.v5i10.81

Keywords:

PKU Program, Customer Satisfaction, Customer Characteristics, Customer Financing Quality

Abstract

This study aims to analyze the effect of the implementation of the Business Capacity Development Program (Program Pengembangan Kapasitas Usaha/PKU) on customer financing quality at PNM Mekaar Sukabumi Branch, with customer satisfaction as an intervening variable and customer characteristics as a moderating variable. This study is motivated by the declining trend in customer financing quality at PNM Mekaar Sukabumi Branch during the 2023–2025 period, as well as differences in the level of customer participation in and utilization of the PKU Program. This research employs a quantitative approach with an explanatory research design. The data were collected through questionnaires distributed to customers of PNM Mekaar Sukabumi Branch who had participated in the PKU Program. The sample consisted of 200 respondents selected using purposive sampling. Data were analyzed using Structural Equation Modeling-Partial Least Squares (SEM-PLS) with the assistance of SmartPLS 4 software. The research model examines the direct effect of PKU Program implementation on financing quality and customer satisfaction, the effect of customer satisfaction on financing quality, the indirect effect of PKU Program implementation on financing quality through customer satisfaction, and the moderating role of customer characteristics in the relationships among these variables. This study is expected to provide empirical evidence regarding the effectiveness of PKU Program implementation in supporting improved financing quality and to provide practical input for PNM Mekaar Sukabumi Branch in enhancing customer development and business assistance programs

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