IMPRESI KUALITAS PELAYANAN, PROSEDUR PEMBERIAN KREDIT DAN FASILITAS PADA KEPUTUSAN PENGAMBILAN KREDIT

Abstract

Purpose- This study aims to determine the effect of service quality, credit granting procedures and ease of credit decision making.

Method- This research is a quantitative research. The population in this study were all customers who disbursed funds at PT PNM Mekaar Gresik branch (PNM Mekaar). The number of population that can be based on information at the PNM Mekaar for the last 3 (three) months commencing October, November, December 2021 was 336 customers. The total population of customer disbursements is 140 people, to reduce the error rate so that researchers take samples from all populations. The data used in this study are primary data obtained from distributing questionnaires. Data analysis using multiple linear regression analysis.

Finding- The results of this study indicate that (1) service quality has a positive and significant effect on the decision to take credit, (2) credit procedures are significant to the decision to take credit, (3) facilities have no significant effect on the decision to take credit. From the total population, several debtors who meet the requirements are taken for analysis purposes, while the requirements are debtors who make loans for working capital purposes.

Implication- The study implies that improving service quality and simplifying credit procedures are key strategies to influence borrowers' decisions, especially for working capital loans, while physical facilities are less influential in this context.

Keywords- Service Quality, Credit Procedures, Facilities, Credit Taking Decisions.