Rizky Doma Hadi Pradana (2016) Pengaruh Nilai Pelanggan Dan Kualitas Pelayanan Terhadap Kepuasan Serta Loyalitas Debitur Kredit Usaha Kecil Pada PT. Bank Jatim Cabang Dr. Soetomo Surabaya. Skripsi thesis, Universitas Airlangga.

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Abstract

Customers form an expectation of value and act on it. The level of perception of quality of service (value) which will result in high customer satisfaction. The higher the value perceived by the customer, the more likely the relationship (transaction). The aim of this study was to examine and analyze the effect of customer value to the satisfaction of the debtor, the effect of quality of service to the satisfaction of the debtor, the influence of satisfaction debtor loyalty debtor influence customer value, quality of service and satisfaction debtor together (Simultaneously) to the loyalty of the debtor's business credit small PT. Bank Jatim Branch Dr. Soetomo. This study uses a quantitative research approach, using a sample of 120 borrowers KUR PT. Bank Jatim Branch Dr. Soetomo taken by questionnaire method using a Likert scale. The analytical technique used is path analysis with SPSs. Indicates that the value subscribers positive and significant impact on satisfaction of the debtor, quality of service is positive and significant impact on satisfaction debtor, satisfaction debtor positive and significant impact on loyalty debtor and customer value, quality of service through the satisfaction of the debtor as a variable mediator together ('5imultaneously) positive and Significant impact on loyalty debtor.

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