ANALISIS PENGARUH PELAYANAN, HARGA, DAN PRODUK TERIIADAP KEPUASAN DEBITUR PT BANK NEGARA INDONESIA (PERSERO) TBK. UNIT KREDIT KECIL PURWOREJO

• Main Authors: , Febry Normadian, , Dr. Budi Santosa, M.Bus
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2013
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/120397/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=60428

The purpose of this study is to examine: (1) the influence of service on debtor�s satisfaction in PT. Bank Negara Indonesia (Persero) Tbk. Purworejo Small Credit Unit, (2) the influence of price on debtor�s satisfaction in PT. Bank Negara Indonesia (Persero) Tbk. Purworejo Small Credit Unit, dan (3) the influence of product on debtor�s satisfaction in PT. Bank Negara Indonesia (Persero) Tbk. Purworejo Small Credit Unit. Samples are taken from 116 respondents who are debtors of Micro Small Medium Enterprise in PT. Bank Negara Indonesia (Persero) Tbk. Purworejo Small Credit Unit. Sampling method use nonprobability with quota unproportional sampling. Primary data obtained through a questionnaire using Likert Scale. Analytical techniques used in this study is multiple regression analysis. The results shows that the service, price, and product have a positive significant impact to debtor�s satisfaction in PT. Bank Negara Indonesia (Persero) Tbk. Purworejo Small Credit Unit. Price became the most dominant factor affecting the debtor�s satisfaction with the β value of 0,401, while the service becomes the lowest impact factor on debtor�s satisfaction with the β value of 0,096. Product have an impact to debtor�s satisfaction with the β value of 0,291.