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/).

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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  -