ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN NASABAH DALAM MENINGKATKAN LOYALITAS NASABAH KREDIT (Studi Kasus pada Debitur Kredit Produktif di Bank Jateng KCP Jatipuro)

Authors

  • Kusuma Febbry Andari, Y. Djoko Suseno & Retno Susanti

Abstract

The purpose of this study is to analyze (1) the significance of affecting
the quality of service to customer satisfaction. (2) the significance of the
interest rate of credit on customer satisfaction. (3) the significance of the
effect of customer satisfaction on customer loyalty. (4) significance affects
the quality of service to customer loyalty. (5) the significance of the effect of
lending rate on customer loyalty. (6) customer satisfaction in mediation
affects the quality of service to loyalty. (7). customer satisfaction in mediating
influence. The research was conducted at Jateng KCP Jatipuro Bank.
Population of 300 people. Sample of 60 people, with snowball sampling
technique and convenience sampling technique. Data completion technique
with questionnaire Technical analysis using path analysis model and
mediation with Sobel Test. The results of research proved by quality.
Significant to customer satisfaction, significant interest rates on customer
loyalty, significant interest rates on customer loyalty, customer satisfaction
variables moderation influence service quality variables with customer
loyalty, and customer satisfaction variables.
Keywords: service quality, credit interest rate, satisfaction, loyalty

 

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Published

2022-01-23

How to Cite

Retno Susanti, K. F. A. Y. D. S. &. (2022). ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUASAN NASABAH DALAM MENINGKATKAN LOYALITAS NASABAH KREDIT (Studi Kasus pada Debitur Kredit Produktif di Bank Jateng KCP Jatipuro). JAMASADA: JOURNAL OF HUMAN RESOURCE MANAGEMENT, 12(1). Retrieved from https://ejurnal.unisri.ac.id/index.php/Manajemen/article/view/2276

Issue

Vol. 12 No. 1 (2018): Manajemen Sumber Daya Manusia

Section

Artikel

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Copyright (c) 2018 Manajemen Sumber Daya Manusia

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