Kepuasan nasabah terhadap kualitas pelayanan jasa pinjaman kredit usaha sektor peternakan pada PT. Bank Rakyat Indonesia (Persero), Tbk. Cabang Malang Jawa Timur

Erin Budi Wijayanti, Budi Hartono, Bambang Ali Nugroho

Abstract


The purpose of this study was to analyze customer satisfaction on animal husbandry credit, and to analyze the most dominant factor that might influence customer satisfaction on the animal husbandry sector business loans in PT. Bank Rakyat Indonesia (Persero), Inc. branch of Malang, East Java. Data were collected from 69 respondents who accessed business credit loans at PT. Bank Rakyat Indonesia, Inc. Malang. Primary data of this study were collected through survey using questioner while the secondary data were obtained from the related institutions. Multiple regressions were applied to analyze the data. The results showed that the most dominant factor that affected customer satisfaction on animal husbandry loan sector at PT. Bank Rakyat Indonesia, Inc. branch of Malang was the variable of reliability with the indicator of “the easy and fast procedure”. Other variable was responsiveness with several indicator such as “accurate description”; variable of assurance with the indicator of “employees’ hospitality”; variable of empathy with the indicator of “understanding from the employees”, and variable of tangibility with the indicator of “neatness”. It was concluded that there was a positive and significant relationship between customer satisfaction and service quality on the business loans in animal husbandry sector at PT. Bank Rakyat Indonesia, Inc. branch of Malang, East Java. Based on the study, it was expected that the bank further can improve the quality of its services to reach customer satisfaction into higher level and other various aspects such as improving the quality of human resources of the employees.

 

Keywords: customer satisfaction, service quality, business credit, animal husbandry

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