QUALITY SERVICE INFLUENCE ANALYSIS OF CREDIT SERVICE QUALITY TO THE DEBTOR LOYALTY OF PT BANK NEGARA INDONESIA (PERSERO) TBK SKC CIREBON

• Main Author: DARMANSYAH (NIM : 29108040); Pembimbing: Drs. Herry Hudrasyah, MA, IKSAN
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/16004
• Institution: Institut Teknologi Bandung

In this era of globalization, business competition becomes tighter, causing more and more organizations or service providers consider the effort to fulfill customer needs and wants and putting the customer or client satisfaction as a primary goal. Sustainability and success of many service companies rely on the quality of services in accordance with corporate environment, and capabilities of the officers in providing services and explain the products offered and customer needs and expectations. With a quality service, customers will be satisfied so as to maintain and enhance customer loyalty to the company. The purpose of this study was to investigate the response of the debtor as a customer service quality in credit disbursements made by BNI SKC Cirebon to the debtor as a customer, Customer Loyalty reviewing the debtor as a customer do BNI SKC Cirebon, and investigate the influence of the quality of credit services to the BNI SKC loyalty Cirebon debtor as a customer BNI SKC Cirebon. The method used in this research is descriptive and explanatory <br /> <br /> <br /> methods of the survey by distributing questionnaires to 80 respondents debtors BNI SKC Cirebon. Next, do the processing and statistical data analysis software with the help of Microsoft Excel for Windows XP and SPSS 17 for windows. Test the validity of using models Corrected Item-Total Correlation. Test of reliability using Cronbach's alpha formula. Test the hypothesis using Pearson coefficient and test t. Based on the results of the analysis note that there is a fairly strong relationship between Service Quality of loyalty to the debtor, with the positive direction of the relationship. And can be proved that there is significant influence from the Service Quality of loyalty debtor. <br />