FAKTOR-FAKTOR PENENTU KUALITAS HUBUNGAN DALAM PEMBERIAN LAYANAN KREDIT PERBANKAN KEPADA USAHA KECIL SERTA DAMPAKNYA TERHADAP KEPUASAN DAN KOMITMEN NASABAH
Abstrak: Almost half of
Indonesian Gross National Product (GNP) is provided by small enterprises. In
this case, small enterprises can create competition with the banks to offer
their credit services. Some research found that good relationship can increase
added value to banks customer of small enterprises owner. In turn, it also
increases satisfaction and commitment. This study describes the factors
determining relationship quality on banking credit services and small
enterprises and its impact to customers satisfaction and commitment.
Questionnaires were distributed to 135 small enterprises in Surabaya. The data
were analyzed using statistic descriptive methods to see the factors
determining relationship quality, and SEM was employed to analyze the
relationship between variables being researched. It shows both kinds of
interactions such as service interpersonnel and service environment have a
direct positive impact on relationship quality, service environmen consisting
of ambience, credit policy and warranty are factors that determined the most
relationship quality. The study incorporates the important notion of warranty
to the construct of interaction quality between customers and the service
environment. Thus, it also supports the hypothesis that factors determining
relationship quality show its positive significant impact on satisfaction and
commitment.
Penulis: Tito Nur Afandi
Kode Jurnal: jpakuntansidd141328
