Analysis of Service Quality, Interest Rate, and Collateral on Kupedes Debtor Loyalty Through Debtor Satisfaction as Intervening Variables at Bank BRI Unit Medan Denai II

DOI

10.2991/978-94-6463-234-7_87How to use a DOI?

Keywords

Collateral; Debtor Satisfaction; Interest Rate; Loyalty; Service Quality

Abstract

The loyalty of bank debtors is a factor supporting the progress of every bank in the banking world. Many factors affect loyalty, including service quality, interest rates, and collateral. This research is causal research using quantitative methods. The population in this study were all Kupedes credit customers, the sample used the Slovin formula, and the data analysis technique used path analysis. The results showed that service quality had a positive and significant effect on satisfaction and loyalty. Interest rates have a negative and significant effect on satisfaction and loyalty. Collateral has no effect on satisfaction and loyalty. Satisfaction has a positive and significant effect on loyalty. Satisfaction succeeded in mediating the effect of service quality and interest rates on loyalty, while satisfaction could not mediate the effect of collateral on loyalty. The services provided to customers are not only good but must exceed customer expectations to create maximum satisfaction and keep customers loyal to Bank BRI. Likewise, interest rates should be socialized to customers and supported by excellent service quality so that interest rates do not become a heavy burden for customers.

Copyright

© 2024 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Rina Engelin Siagian
AU  - Sukaria Sinulingga
AU  - Amrin Fauzi
PY  - 2023
DA  - 2023/09/29
TI  - Analysis of Service Quality, Interest Rate, and Collateral on Kupedes Debtor Loyalty Through Debtor Satisfaction as Intervening Variables at Bank BRI Unit Medan Denai II
BT  - Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022)
PB  - Atlantis Press
SP  - 837
EP  - 849
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-234-7_87
DO  - 10.2991/978-94-6463-234-7_87
ID  - Siagian2023
ER  -