期刊名称：Russian Journal of Agricultural and Socio-Economic Sciences
印刷版ISSN：2226-1184
电子版ISSN：2226-1184
出版年度：2019
卷号：90
期号：6
页码：149-154
DOI：10.18551/rjoas.2019-06.20
语种：English
出版社：Russian Journal of Agricultural and Socio-Economic Sciences
摘要：The purpose of this study is to identify customer characteristics, customer behavior, and customer retention in car loan companies. In this study used cross-sectional design as a method. Data obtained through an online survey are processed using a quantitative approach with descriptive analysis. The sampling technique in this study used purposive sampling, with 310 respondents obtained according to Slovin's calculation. The criteria for respondents are the customer who has a good history and already used car loan products or services at least once and for five years since the end of their credit period they never used credit again. Most of car loan companies’ respondents are men with 31-40 years old and have married status. The education level of respondents is a bachelor degree with a job as an office employee who has expenditure Rp.4.100.000-5.000.000/month. Most of the respondents have one unit of the car with Toyota brand. For purchasing a car again, credit payment mechanism is still preferred than cash. Top of mind car loan companies is Company X, BCA Finance, and Mandiri Tunas Finance. Media information that is considered most useful for car loan companies is used sales dealer. Most of the respondents currently using BCA Finance because of this company have the interest and low installment. In line with this, the car loan program that considered attractive by respondents is special interest and installments. Regarding the customer retention, most of respondents are interested in reusing, recommending to others, and the company is a priority.
