The Analysis of the Influence of Credit Service Quality of Credit Customer Satisfaction and Its Impact on Loyalty
Case Study of Credit Customers at PT. Bank Mandiri (Persero) Tbk. Sentra in Bandung
- DOI
- 10.2991/aebmr.k.210831.019How to use a DOI?
- Keywords
- Quality of Service, Providing Credit, Customer Satisfaction
- Abstract
Banks are the heart and pulse of the trade and economic development of a country. Therefore, banks become one of the financial institutions that have an essential role in driving a country’s economy, including Indonesia. The management of government banks has not comprehensively improved the quality of service, satisfaction, and loyalty of credit customers. This is indicated by the continued dissatisfaction of bank credit customers with banks’ services that cover the fulfillment of the needs and interests of credit customers, especially in credit applications. Furthermore, the management of PT. Bank Mandiri (Persero) Tbk. has not been fully able to make credit customer satisfaction in the banking business activities it manages. The research method used in this research is descriptive and verification research. The population of this study is the credit customers of PT. Bank Mandiri (Persero) Tbk. The sampling technique employed proportional stratified random sampling that studied as many as 61 people with smooth credit and 79 bad credit customers. The Likert Scale, a research scale used to measure attitudes and opinions, was treated as an instrument used by researchers. The results showed that the quality of credit services PT. Bank Mandiri (Persero) Tbk. as a whole has been implemented well. Tangibility had been implemented well, officers were reliable and responsive, assurance can be trusted, and officers expressed empathy. Credit customers are satisfied with the services provided, the loyalty of credit customers of PT. Bank Mandiri (Persero) Tbk. has achieved well. There is an influence of lending service quality on customer loyalty at PT. Bank Mandiri (Persero) Tbk. There is also an influence between the quality of lending services on credit customer satisfaction implications on the credit loyalty of PT. Bank Mandiri (Persero) Tbk partially and simultaneously.
- Copyright
- © 2021, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Astrin Kusumawardani AU - Yoyo Sudaryo AU - M. Iqbal Alamsyah AU - Tjipto Sajekti PY - 2021 DA - 2021/09/02 TI - The Analysis of the Influence of Credit Service Quality of Credit Customer Satisfaction and Its Impact on Loyalty BT - Proceedings of the 5th Global Conference on Business, Management and Entrepreneurship (GCBME 2020) PB - Atlantis Press SP - 86 EP - 90 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.210831.019 DO - 10.2991/aebmr.k.210831.019 ID - Kusumawardani2021 ER -