The Effect of Product Quality on Customer Loyalty with Customer Trust and Customer Satisfaction as Intervening Variables in Using Consumer Credit at Bank BJB - Surabaya Branch Office

Eko Purwanto ,Fani Rachma Hapsari

doi:10.11594/nstp.2021.1302

Abstract

The study of marketing strategies on improving product quality carried out by Bank BJB was carried out to examine whether this creates a sense of trust and customer satisfaction to make them loyal customers in using BJB bank products. Consumer loans are loans that are consumptive for permanent employees with payment from income. The sample in this study were 98 consumer credit customers at Bank BJB - Surabaya Branch took by simple random sampling technique and the calculation of the Slovin formula. The research data consisted of primary and secondary data. Primary data was obtained from questionnaires and secondary data was obtained from the company. The analytical tool used in the present research was Partial Least Square (PLS). The results of this study indicated that product quality contributed to customer satisfaction and trust and resulted in inconvenience to customers. Customer satisfaction and trust contributed to customer loyalty.

Highlights

Consumer credit facilities currently provide a very large contribution for every bank includingBank BJB
This may indicate that the better the quality of consumer credit products at Bank BJB at the Surabaya Branch, the more customer satisfaction will be
The quality of Bank BJB consumer credit products at the Surabaya Branch Office can provide distinctive features and product characteristics to customers so that customers have the perception that Bank BJB consumer credit products have certain advantages that other products do not

Summary

Introduction

One of the most demanded products of Bank BJB is Guna Bhakti Credit (KGB), where credit returns come from the income received by the debtor monthly. This credit is only given to a group of debtors who have a fixed income whose income is channeled through the bank and where the debtor works and has a partnership with the bank so that the credit return is guaranteed. This credit is usually used for consumptive purposes.

Methods

Results

Conclusion