Effect of Loan Interest Rate, Service Quality, and Promotion on Debtor Loyality of Conventional Bank in Surabaya

Supramono, Mudik (2019) Effect of Loan Interest Rate, Service Quality, and Promotion on Debtor Loyality of Conventional Bank in Surabaya. Masters thesis, STIE Perbanas Surabaya.

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Abstract

Abstract Customer loyalty to the company's products and services over a period of time got the result in greater income annuities for the company. Research on debtor loyalty of conventional bankand the involvement of variable loan interest rates, service quality and promotion at conventional banks in Surabaya has the aim of analyzing the effects of loan interest rate, service quality, and promotion on debtor loyalty of conventional bank in Surabaya. The research population was a survey / sampling of conventional bank debtors. By using conventional bank debtor data processing on samples were 112 respondents. The test model used SPSS software for Windows version 20, analysis of the validation test model and reliability test, through multiple linear regressions. The regression equation must be BLUE (Best Linear Unlimited Estimator) with assumptions included: normality, multicollinearity and autocorrelation sampling method with non-probability in judgment sampling and Amos 22 software assistance. Normality test results were seen in normal probability plot graph comparing normal distribution. If the data spread around the diagonal line and follows the direction of the diagonal line, then normality was fulfilled. The results of multicollinearity and autocorrelation analysis showed within the expected value range. The results of the study indicated that the variable of debtor loyalty and engagement variables such as loan interest rates, service quality and promotions showed positive results. The other research findings were:1). From the results of the analysis it was stated that the Loan Interest Rate (X1) had a significant influence on the Debtor Loyalty (Y) of conventional banks. Thus hypothesis one (H1) stated that the loan interest rate hada significant effect on Debtor Loyalty. 2). From the analysis results it was stated that Service Quality (X2) had a significant influence on the Debtor Loyalty (Y) of conventional banks. Thus hypothesis two (H2) which stated that Service Quality had a significant effect on Debtor Loyalty was accepted. 3) The results of the analysis that were stated Promotion (X3) had a significant influence on the Debtor Loyalty (Y) of conventional banks. Thus the third hypothesis (H3) which stated that Promotion had a significant effect on Debtor Loyalty was accepted.

Item Type: Thesis (Masters)
Subjects: 300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Magister of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 05 Feb 2021 05:11
Last Modified: 05 Feb 2021 05:11
URI: http://eprints.perbanas.ac.id/id/eprint/5544

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