PENGARUH KEPUASAN PELANGGAN DAN KUALITAS PELAYANAN TERHADAP LOYALITAS DEBITUR KREDIT FLEKSI BNI ALAUDDIN MAKASSAR
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Abstract
This study aims to determine and analyze the influence of customer satisfaction on the loyalty of BNI UIN Makassar Flexi Debtors and Service Quality on customer satisfaction of BNI UIN Makassar Flexi Debtors. As well as knowing and analyzing the influence of customer satisfaction and Service Quality simultaneously on customer loyalty of BNI UIN Makassar Flexi Debtors. This research approach uses quantitative research. The study was conducted on BNI Alauddin Makassar Flexi Credit Debtors with a population of BNI UIN Alauddin Makassar Flexi Credit Debtors totaling approximately 150 people in 2025. The sampling technique in this study is Purposive Random sampling with certain conditions as the sample is 50 debtors, data collection techniques using questionnaires and data analysis techniques using multiple regression techniques and t-test analysis and F Test using SPSS 26. The results of this study are; 1). The probability value of X1 is 0.000. This value is smaller than 0.05 or the calculated t value of 6.049> t table 1.676 (n-1 = 49 alpha 5%) so it can be concluded that the Customer Satisfaction variable (X1) has a positive and significant effect on the BNI Alauddin Makassar Credit Debtor Loyalty variable. 2). The probability value of X2 is 0.001. This value is smaller than 0.05 or the calculated t value of 3.405> t table 1.676 (n-1 = 49 alpha 5%) so it can be concluded that the Service Quality variable (X2) has a positive and significant effect on the BNI Alauddin Makassar Credit Debtor Loyalty variable. 3). The sig. value of the F test is 0.000 at a significance level of 0.05. This value is smaller than 0.05 which indicates that all independent variables consist of; Customer Satisfaction (X1) and Service Quality (X2) jointly influence the Loyalty of BNI Alauddin Makassar Credit Debtors.
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Articles
Main Article Content
Abstract
This study aims to determine and analyze the influence of customer satisfaction on the loyalty of BNI UIN Makassar Flexi Debtors and Service Quality on customer satisfaction of BNI UIN Makassar Flexi Debtors. As well as knowing and analyzing the influence of customer satisfaction and Service Quality simultaneously on customer loyalty of BNI UIN Makassar Flexi Debtors. This research approach uses quantitative research. The study was conducted on BNI Alauddin Makassar Flexi Credit Debtors with a population of BNI UIN Alauddin Makassar Flexi Credit Debtors totaling approximately 150 people in 2025. The sampling technique in this study is Purposive Random sampling with certain conditions as the sample is 50 debtors, data collection techniques using questionnaires and data analysis techniques using multiple regression techniques and t-test analysis and F Test using SPSS 26. The results of this study are; 1). The probability value of X1 is 0.000. This value is smaller than 0.05 or the calculated t value of 6.049> t table 1.676 (n-1 = 49 alpha 5%) so it can be concluded that the Customer Satisfaction variable (X1) has a positive and significant effect on the BNI Alauddin Makassar Credit Debtor Loyalty variable. 2). The probability value of X2 is 0.001. This value is smaller than 0.05 or the calculated t value of 3.405> t table 1.676 (n-1 = 49 alpha 5%) so it can be concluded that the Service Quality variable (X2) has a positive and significant effect on the BNI Alauddin Makassar Credit Debtor Loyalty variable. 3). The sig. value of the F test is 0.000 at a significance level of 0.05. This value is smaller than 0.05 which indicates that all independent variables consist of; Customer Satisfaction (X1) and Service Quality (X2) jointly influence the Loyalty of BNI Alauddin Makassar Credit Debtors.