PENGARUH KUALITAS PELAYANAN PENGAMBILAN KREDIT TERHADAP KEPUASAN NASABAH PADA BANK RAKYAT INDONESIA UNIT KOTA UTARA

Abstract

This Research aims to determine if the quality of credit retrieval service affects customer satisfaction of BANK BRI North City unit. The strict competition situation has caused companies to be difficult to increase the number of subscribers. In existing markets, too many products with many advantages and value are offered by competitors, making it difficult for companies to seize competitors ' markets. Therefore, a better alternative is to make various efforts to maintain an existing market through increasing customer satisfaction. The study used the method of sampling Accidental sampling Or convinience sampling, and a sample number of 97 samples. The data collection methods used by spreading questionnaires were processed using simple regression analysis techniques. Results of this study were obtained results of regression equation y = a + b x then obtained the result of the equation: Y = 4.249 + 0.898 X. And evidenced by the achievement of measurement results r = 0.820 and R ² = 0.672. Thus, 67.2% of customer satisfaction can be explained by the quality of service provided by the Bank of BRI North City unit. While the remaining 32.8% is influenced by other factors. And test T acquired t count = 13.958 and t table = at α = 0.05 = 1.671 This shows H0 rejected and H1 received. Because T count = 13.958 ˃ t table = 1.671.