The Influence of Service Quality, Credit Procedures, and Interest Rates on Customer Decisions : Study at Bank Mandiri, Timor - Leste

Abstract

The aim of this research is to find out and analyze service quality, credit procedures and interest rates which influence customers' decisions to take credit at Bank Mandiri Timor-Leste. This research method is causative research. Causative research focuses on proving research hypotheses and understanding through various tests. Causative research more often seeks to measure a concept (variable), so that it is easier to understand statistically. The results of the research show that Service Quality has a positive and significant effect on Customer Decisions in taking credit, credit procedures have a positive and significant effect on customers' decisions in taking credit, interest rates have a positive and significant effect on customers' decisions in taking credit, and service quality, credit procedures and interest rates have a positive and significant effect on customers' decisions in taking out credit.