October 2015 Vol. 1(2), pp. 013-018
Copyright © 2015 Transcontinental Publishers
Full Length Research Paper
The Influence of Credit Quality, Service Quality, and Customer Satisfaction on National Banking Performance (A Survey at Indonesia National Banking)
Stefanus Wiji Suratno
*Corresponding Author E-mail: wiji_suratno@hotmail.com
Accepted 29 July, 2015
Abstract
The purpose of this research is analyzing the quality of national banking credit in Indonesia based on bank Indonesia the assessment criteria: smoothly, in special attention, less smoothly, doubtful and jammed .With the predicate of the end of that is healthy, healthy enough , less healthy and unhealthy .Know the quality of services in domestic banks in Indonesia which includes the tangible, empathy, reliability, responsiveness, and assurance .Know the level of satisfaction of customers include the hope of customers and the performance felt customers in the national banks in Indonesia. Studied the level of influence the quality of credit that includes with the criteria of smoothly, in special attention, less smoothly, doubtful and jammed on the performance of national banking company .With the predicate of the end of that is healthy, healthy enough , less healthy and unhealthy .Studied the level of influence the quality of services which includes the tangible, empathy, reliability, responsiveness and assurance on the performance of national banking company .Knowing the influence of the satisfaction of customers that includes the hope of customers and the performance felt customers the company performance against national banks considers the purpose of study, then this is a descriptive and verificative .Causality is a type of investigation, because due to be tested for relations between variables free and not free. A unit of analysis in this research are dyad, because the customers as respondents and valuation of bank Indonesia .Time horizon is cross sectional in this research, because information from some of the population sample of respondents) collected directly at the scene in an empiric, with the aim to know the opinion of some of the population against the object being researched. The finding in this study is that the quality of commercial bank credit in Indonesia in general lancer with predicate of pretty healthy .The quality of banking services in Indonesia national relatively well, but still doubtful reliability and assurance .Satisfaction national banking customers in Indonesia is still relatively low when compared to banks in Asean countries. Credit quality, the quality of service, and satisfaction customers’ proven impact on the company performance banking.
Keywords: Credit Quality, Service Quality, Customer Satisfaction, Banking Performance on.
Cite this Reference:
Suratno SW (2015). The Influence of Credit Quality, Service Quality, and Customer Satisfaction on National Banking Performance (A Survey at Indonesia National Banking). Interlink Continental J. Bus. Manage. Econ. 1(2): 013-018.
October 2015 Vol. 1(2), pp. 013-018
Copyright © 2015 Transcontinental Publishers
Full Length Research Paper
The Influence of Credit Quality, Service Quality, and Customer Satisfaction on National Banking Performance (A Survey at Indonesia National Banking)
Stefanus Wiji Suratno
*Corresponding Author E-mail: wiji_suratno@hotmail.com
Accepted 29 July, 2015
Abstract
The purpose of this research is analyzing the quality of national banking credit in Indonesia based on bank Indonesia the assessment criteria: smoothly, in special attention, less smoothly, doubtful and jammed .With the predicate of the end of that is healthy, healthy enough , less healthy and unhealthy .Know the quality of services in domestic banks in Indonesia which includes the tangible, empathy, reliability, responsiveness, and assurance .Know the level of satisfaction of customers include the hope of customers and the performance felt customers in the national banks in Indonesia. Studied the level of influence the quality of credit that includes with the criteria of smoothly, in special attention, less smoothly, doubtful and jammed on the performance of national banking company .With the predicate of the end of that is healthy, healthy enough , less healthy and unhealthy .Studied the level of influence the quality of services which includes the tangible, empathy, reliability, responsiveness and assurance on the performance of national banking company .Knowing the influence of the satisfaction of customers that includes the hope of customers and the performance felt customers the company performance against national banks considers the purpose of study, then this is a descriptive and verificative .Causality is a type of investigation, because due to be tested for relations between variables free and not free. A unit of analysis in this research are dyad, because the customers as respondents and valuation of bank Indonesia .Time horizon is cross sectional in this research, because information from some of the population sample of respondents) collected directly at the scene in an empiric, with the aim to know the opinion of some of the population against the object being researched. The finding in this study is that the quality of commercial bank credit in Indonesia in general lancer with predicate of pretty healthy .The quality of banking services in Indonesia national relatively well, but still doubtful reliability and assurance .Satisfaction national banking customers in Indonesia is still relatively low when compared to banks in Asean countries. Credit quality, the quality of service, and satisfaction customers’ proven impact on the company performance banking.
Keywords: Credit Quality, Service Quality, Customer Satisfaction, Banking Performance on.
Cite this Reference:
Suratno SW (2015). The Influence of Credit Quality, Service Quality, and Customer Satisfaction on National Banking Performance (A Survey at Indonesia National Banking). Interlink Continental J. Bus. Manage. Econ. 1(2): 013-018.
