PENGARUH LOKASI, TINGKAT SUKU BUNGA, KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH KREDIT PEMILIKAN RUMAH (Studi Empiris Pada PT. Bank Tabungan Negara (Persero) Cabang Semarang)
Abstract
This research is motivated by their business phenomenon, namely a decrease defrosting performance KPR BTN month from January to December in 2011 and 2015. This study aims to analyze the influence of location, interest rates, and quality of service to customer satisfaction mortgages. The population in this study were all loan customers of PT. State Savings Bank (Persero) Semarang branch. Samples taken a number of 100. The statistical analysis was conducted on the multiple linear regression and hypothesis testing.
Based on the results of data analysis can be concluded; 1) There is a significant positive effect on customer satisfaction among locations mortgages on PT. State Savings Bank (Persero) Branch of Semarang, this is evidenced t (3.928)> t table (1.661) or t sig 0.000 <0.05. 2) There is a significant positive effect between interest rates on customer satisfaction mortgages on PT. State Savings Bank (Persero) Branch of Semarang, this is evidenced t (3.758)> t table (1.661) or sig t (0.000) <0.05. 3) There is a significant positive effect between service quality on customer satisfaction mortgages on PT. State Savings Bank (Persero) Branch of Semarang, this is evidenced t (3.450)> t table (1.661) or sig t (0.009) <0.05. 4) There is a significant positive effect between locations, the interest rate and quality of service together on customer satisfaction mortgages on PT. State Savings Bank (Persero) Branch of Semarang, this is evidenced F count (129.839)> F table (2,699) or sig F (0,000) <0.05. 5) Coefficient of determination amounted to 0,795, which means a variation change customer satisfaction mortgages on PT. State Savings Bank (Persero) Semarang branch locations affected, the interest rate and the quality of service of 79.5%, while the remaining 20.5% is influenced by other factors beyond the research
Keywords: Locations, Interest Rate, Service Quality, Customer Satisfaction
Based on the results of data analysis can be concluded; 1) There is a significant positive effect on customer satisfaction among locations mortgages on PT. State Savings Bank (Persero) Branch of Semarang, this is evidenced t (3.928)> t table (1.661) or t sig 0.000 <0.05. 2) There is a significant positive effect between interest rates on customer satisfaction mortgages on PT. State Savings Bank (Persero) Branch of Semarang, this is evidenced t (3.758)> t table (1.661) or sig t (0.000) <0.05. 3) There is a significant positive effect between service quality on customer satisfaction mortgages on PT. State Savings Bank (Persero) Branch of Semarang, this is evidenced t (3.450)> t table (1.661) or sig t (0.009) <0.05. 4) There is a significant positive effect between locations, the interest rate and quality of service together on customer satisfaction mortgages on PT. State Savings Bank (Persero) Branch of Semarang, this is evidenced F count (129.839)> F table (2,699) or sig F (0,000) <0.05. 5) Coefficient of determination amounted to 0,795, which means a variation change customer satisfaction mortgages on PT. State Savings Bank (Persero) Semarang branch locations affected, the interest rate and the quality of service of 79.5%, while the remaining 20.5% is influenced by other factors beyond the research
Keywords: Locations, Interest Rate, Service Quality, Customer Satisfaction
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