Pengaruh Kualitas Pelayanan, Customer Relationship Management, dan Citra LPD terhadap Kepuasan Nasabah pada Lembaga Perkreditan Desa (LPD) di Desa Siangan, Kabupaten Gianyar

Abstract

One aspect that has an important role in national development is the banking sector. Banking has a strategic and quite important role because its function is as a tool for collecting and managing public funds in an efficient manner. Village Credit Institutions (LPD) are also businesses in the financial services sector that function to improve the welfare of village communities. Currently, the problem faced by the LPD of Siangan Village, Gianyar is that the number of customers has increased and decreased or fluctuated over the last five years. This research aims to determine the influence of service quality, customer relationship management, and LPD image on customer satisfaction at the Siangan Village LPD. This research used 95 customers as research respondents by collecting data using a questionnaire. The analysis technique used is multiple linear regression analysis. The results of this research are that partially service quality, customer relationship management, and LPD image have a positive and significant effect on customer satisfaction at Siangan Village LPD. Simultaneously, service quality, customer relationship management, and LPD image have a significant effect on customer satisfaction at Siangan Village LPD. The suggestions that researchers can convey are to increase socialization regarding lower credit interest guarantees to customers or potential customers of the Siangan Traditional Village LPD, prioritizing a friendly attitude to all people who visit, and considering credit with low interest rates which can help the economic activities of the surrounding community.