Analysis of Service Quality, Interest Rate, and Collateral on Kupedes Debtor Loyalty Through Debtor Satisfaction as Intervening Variables at Bank BRI Unit Medan Denai II

Rina Engelin Siagian (), Sukaria Sinulingga and Amrin Fauzi
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Rina Engelin Siagian: Universitas Sumatera Utara
Sukaria Sinulingga: Universitas Sumatera Utara
Amrin Fauzi: Universitas Sumatera Utara

A chapter in Proceedings of the 7th Global Conference on Business, Management, and Entrepreneurship (GCBME 2022), 2024, pp 837-849 from Springer

Abstract: Abstract The loyalty of bank debtors is a factor supporting the progress of every bank in the banking world. Many factors affect loyalty, including service quality, interest rates, and collateral. This research is causal research using quantitative methods. The population in this study were all Kupedes credit customers, the sample used the Slovin formula, and the data analysis technique used path analysis. The results showed that service quality had a positive and significant effect on satisfaction and loyalty. Interest rates have a negative and significant effect on satisfaction and loyalty. Collateral has no effect on satisfaction and loyalty. Satisfaction has a positive and significant effect on loyalty. Satisfaction succeeded in mediating the effect of service quality and interest rates on loyalty, while satisfaction could not mediate the effect of collateral on loyalty. The services provided to customers are not only good but must exceed customer expectations to create maximum satisfaction and keep customers loyal to Bank BRI. Likewise, interest rates should be socialized to customers and supported by excellent service quality so that interest rates do not become a heavy burden for customers.

Keywords: Collateral; Debtor Satisfaction; Interest Rate; Loyalty; Service Quality (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-234-7_87

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