KEPUASAN NASABAH TERHADAP KUALITAS PELAYANAN JASA PINJAMAN KREDIT USAHA SEKTOR PETERNAKAN PADA PT. BANK RAKYAT INDONESIA (PERSERO), TBK. CABANG MALANG JAWA TIMUR
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.
Penulis: Erin Budi Wijayanti,
Budi Hartono, Bambang Ali Nugroho
Kode Jurnal: jppeternakandd140108
