Pengaruh Kualitas Pelayanan Dan Kepuasan Debitur Terhadap Loyalitas Debitur Studi Pada PT Permodalan Ekonomi Rakyat Kantor Cabang Ujung Batu

Hidayat, Dodi (2021) Pengaruh Kualitas Pelayanan Dan Kepuasan Debitur Terhadap Loyalitas Debitur Studi Pada PT Permodalan Ekonomi Rakyat Kantor Cabang Ujung Batu. Masters thesis, Universitas Islam Riau.

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Abstract

PT. Permodalan Ekonomi Rakyat is a Local Government Owned Company (BUMD) of Riau Province with its core business is capital, producing financial services that provide credit to the micro, small and medium enterprise (MSME) sector. As a profit oriented company, PT PER is required to enter into an increasingly competitive financial industry competition. One strategy that deserves attention in facing competition is to maintain Debtor Loyalty by improving service quality and Debtor satisfaction. The purpose of this study was to determine the effect of service quality and debtor satisfaction on debtor loyalty at PT.PER Ujung Batu Branch Office. This study uses a quantitative type or method, the sample in this study as many as 154 debtors with purposive sampling technique, data collection using a questionnaire. This study uses multiple regression analysis. The testing technique in this study is testing the validity and reliability, while the statistical analysis technique uses the classical assumption test, F test, t test, and the coefficient of determination. The results showed that: 1) service quality had a positive and significant effect on debtor loyalty, 2) debtor satisfaction had a positive and significant effect on debtor loyalty, 3) service quality and debtor satisfaction had a positive and significant effect on debtor loyalty PT.PER Ujung Batu Branch Office. Suggestions that can be given through this research to the company is PT.PER Ujung Batu Branch Office in order to further improve the quality of service and satisfaction of debtors through improvements to physical appearance, establishing good and harmonious relationships with debtors, implementing good service excellence and by innovating in providing services to debtors to increase debtor satisfaction in order to increase debtor loyalty.

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