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All Journal JIMAT (Jurnal Ilmiah Mahasiswa Akuntansi) Undiksha Jurnal Akuntansi Profesi Widya Akuntansi dan Keuangan Journal Research of Accounting Sevanam: Jurnal Pengabdian Masyarakat Business Management
Sarita Vania Clarissa
Universitas Triatma Mulya
Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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The Influence of Service Quality and Employee Loyalty on Customer Satisfaction in Credit Realization in 2023 at PT. Bank Tabungan Negara (Persero) Tbk. KCP Negara Dwiyanti, Ni Kadek Indah; Clarissa, Sarita Vania; Dwitrayani, Made Christin
Business Management Vol 4, No 4 (2025): Business Management November
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/bisnis.v4i4.9333

Abstract

This study aims to analyze the influence of service quality and employee loyalty on customer satisfaction in credit realization at PT. Bank Tabungan Negara (Persero) Tbk. KCP Negara during 2023. The issues raised in this study are based on fluctuations in credit realization and the alleged decline in customer satisfaction despite various improvements in service and human resource management. This study uses a quantitative approach with a survey method through the distribution of questionnaires to 297 respondents selected using probability sampling techniques. Data analysis was performed using multiple linear regression. The results of the study indicate that service quality and employee loyalty simultaneously and partially have a positive and significant effect on customer satisfaction. These findings indicate that improving service quality and employee loyalty can contribute to increased customer satisfaction in the credit realization process. This study is expected to serve as a reference for banks in designing strategies for improving service and employee management.
Co-Authors Ariasih, Dwik Dwitrayani, Made Christin Dwiyanti, Ni Kadek Indah Fransisca Putri Isabela Gde Herry Sugiarto Asana I Gede Tarsan Subali I Gusti Agung Krisna Lestari I Gusti Agung Krisna Lestari I Gusti Ayu Ratih Utariani Komang Krishna Yogantara Made Hedy Wartana Ni Luh Gede Kandel Semitha Dewi Ni Nyoman Arini Ni Wayan Mekarini Putu Aristya Adi Wasita Rai Gina Artaningrum Sunata, I Made