PELAYANAN KARYAWAN, SUKU BUNGA, DAN KECEPATAN PENCAIRAN KREDIT PENSIUNAN TERHADAP KEPUASAN NASABAH

Abstract

The development of banking world is in line with the economic development of a country. Bank customer
satisfaction has contribution to some crucial aspects such as creating customer loyalty, increasing company
reputation, reducing price elasticity, reducing transaction cost in the future, and increasing the efficiency and
the productivity of employees. This research is aimed to analyze and to find out the influence of employee
services, the perception of interest rates, and the duration of disbursement of pension credit to the customer
satisfaction. The analysis technique has been carried out by using multiple linear regressions analysis and t test
to analyze the influence of variables in the research. The population is all customers of Bukopin Bank Bratang
Supporting Branch Office Surabaya and 71 respondents have been selected as samples. The result of t test shows
that the independent variables which consist of employee services, the perception of interest rates, and the
duration of disbursement of pension credit have significant and positive influence to the customer satisfaction.
Meanwhile, it has been found by using model feasibility test that the models are feasible to be used for further
test, and the perception of interest rates has dominant influence to the customer satisfaction.
Keywords: Employee service, the perception of interest rates, the duration of disbursement of pension credit,
customer satisfaction.