Pengaruh Kualitas Pelayanan Terhadap Loyalitas Debitur Kredit Produktif (Studi pada Kantor Cabang BNI SKC Malang)
Year: 2012
Type: article
Study design: Observational Study
Abstract: The objectives of the research are to know: (1) the situation of service quality (tangible, empathy,reliability, responsiveness, assurance) of bank which perceived by customer of BNI productive credit andcustomer loyalty of BNI productive credit; (2) the influence of situation of service quality on the customerloyalty. The sources of data are all customers of BNI productive credit at branch offices of BNI Small CreditCentre which offered BNI productive credit in marketing area of Malang City. The election of 110 respondentsthat are planned uses simple random sampling technique and allocated proportionally, the methodsof collecting data are questionnaire, interview, and slider of document. The methods of analysis are: (1)descriptive analysis; and (2) hypothesis testing by Structural Equation Modeling (SEM).The results ofdescriptive analysis are: (1) Totally the level of situation of service quality (tangible, empathy, reliability,responsiveness, assurance) of bank which perceived by customer of BNI productive credit is very higheffectiveness category, but dissatisfied category; (2) Totally, the level of customer loyalty to BNI productivecredit is high sufficient category. (3) The results of hypothesis testing is the situation of service quality(tangible, empathy, reliability, responsiveness, assurance) of bank which perceived by customer are influencingpositively and significant on the customer loyalty of BNI productive credit.
Source: Jurnal Aplikasi Manajemen
Author: I Wayan Jaman Adi Putra
Language: Indonesian
Subfield: Marketing
Domain: Social Sciences
Open Access status: gold
Estimated APC paid: $131
OpenAlex ID: W1565796061