Abstract
<jats:p>This research intends to evaluate how service quality and credit procedures affect customer satisfaction during the application process for public transportation loans at PT BPR Mutiara Nagari Sijunjung. Utilizing a descriptive methodology paired wit+h a quantitative strategy, the study gathers primary data through questionnaires given to participants, employing a purposive sampling method, and includes a total of 48 customers in the sample. Results from the partial tests demonstrate that service quality positively influences customer satisfaction. This is supported obtained being greater than the critical t-value (3.054 > 2.01290), along with a significance level of 0.000, which is less than 0.05. In addition, the credit procedures also exhibit a favorable effect on customer satisfaction, with the t-value (2.603) surpassing the t-table value (2.01290) and a significance level of 0.012, which is under 0.05. Moreover, the F-test analysis shows the calculated F-value is 43.106, exceeding the F-table value of 3.20. This indicates that both service quality and loan processing together have a significant positive influence on customer satisfaction during the loan application process at PT BPR Mutiara Nagari Sijunjung.</jats:p>