PENGARUH KUALITAS PELAYANAN ADMINISTRASI KREDIT TERHADAP KEPUASAN NASABAH KREDIT KONSUMER
Keywords:
service quality, customer satisfaction, bank, bank performance, quantitative.Abstract
The banking business performance is a type of industry that is highly dependent on the service quality provided. The performance is not only in terms of the number of customers or the amount of funds collected by the Bank, but it can also have an impact on other related company's performance. Therefore, this quantitative research focuses on measuring and analyzing the influence of service quality of credit administration on customer satisfaction of consumer credit. This research is based on a case study at PT Bank Rakyat Indonesia (Persero) Tbk Tanah Abang Branch Office, with five service quality indicators, namely tangible, reliability, responsiveness, assurance, and empathy. The data collection technique uses questionnaires with a total of 100 consumer credit customers as respondents. The research method used is simple linear regression analysis using SPSS software. The research results obtained show that service quality has a partially significant influence on customer satisfaction.
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