Pradana, Aryaputra Shafy (2026) ANALISIS PENGARUH KUALITAS LAYANAN, SUKU BUNGA, PENDAPATAN NASABAH, DAN TINGKAT PENDIDIKAN NASABAH TERHADAP KEPUTUSAN NASABAH MENGAMBIL KREDIT DI BANK JATIM CABANG PEMBANTU PJTKI SURABAYA. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Customers’ decisions to take out loans are influenced by various factors, both internal and external. This study aims to analyze the influence of service quality, interest rates, customer income, and customer education level on customers’ decisions to take out multipurpose loans at the Bank Jatim PJTKI Surabaya Sub-Branch. A quantitative approach was applied using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method with SmartPLS. Data were collected via a Likert-scale questionnaire from 85 respondents randomly selected from a population of 585 multi-purpose loan customers during the period from 2025 to February 2026. The test results indicate that service quality does not significantly influence customers’ decisions to take out loans. Conversely, interest rates, customer income, and customer education level each significantly influence these decisions. These findings imply that Bank Jatim needs to prioritize competitive interest rate policies, consider customer income profiles, and improve financial literacy as service strategies.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HC Economics H Social Sciences > HG Finance H Social Sciences > HG Finance > HG1501-3550 Banking |
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| Divisions: | Faculty of Economic and Business > Departement of Accounting | ||||||||
| Depositing User: | Aryaputra Shafy Pradana | ||||||||
| Date Deposited: | 02 Jun 2026 07:19 | ||||||||
| Last Modified: | 02 Jun 2026 07:43 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/53485 |
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