KUALITAS JASA TERHADAP KEPUASAN DAN PENGARUHNYA TERHADAP LOYALITAS NASABAH DEBITUR KUPEDES

  • Nurhidayah _
  • Yanuar Bachtiar
  • Ibrahim Daud

Abstract

The purpose of this research is (1) to find out and analyse the influence of service quality by observing reliability, responsiveness, assurance, emphaty and tangibles variables to the satisfaction of Kupedes debtor of BRI Bank unit of Banjar Selatan Branch Banjarmasin, and (2) to know and analyse the influence of debtor satisfaction to the loyalty of Kupedes of BRI Bank unit of Banjar Selatan Branch Banjarmasin.


The population in the research is an individual or customer who borrows from Kupedes of BRI Bank unit of Banjar Selatan Branch Banjarmasin as many as 2096 people. 95 people are taken as samples by using purposive sampling. The validity test for qustionnaires is conducted by Pearson Product Moment and realibility test using Cronbach Alpha. The data is Analysed by using multivariate linear regression.


Based on multivariate linear regression shows positive and significant from service quality variables such as reliability, responsiveness, assurance, empathy, tangibles to the satisfaction of Kupedes debtor of BRI Bank unit of Banjar Selatan Branch Banjarmasin and the amount of influence is 72,3 percent. Partially among the five variables all of them influence the debtors of BRI Bank unit of Banjar Selatan Branch Banjarmasin. Other analysis shows that debtors satisfaction influence significantly and positively to the loyalty of customer to the Bank as many as 56,7 percent. The positive influence means that if the debtors satisfaction arises, the loyalty will increase too.

Published
Oct 8, 2018
How to Cite
_, Nurhidayah; BACHTIAR, Yanuar; DAUD, Ibrahim. KUALITAS JASA TERHADAP KEPUASAN DAN PENGARUHNYA TERHADAP LOYALITAS NASABAH DEBITUR KUPEDES. Economics Bosowa, [S.l.], v. 4, n. 004, p. 18-33, oct. 2018. ISSN 2477-0655. Available at: <http://economicsbosowa.unibos.id/index.php/eb/article/view/164>. Date accessed: 17 nov. 2018.