Analysis of Factors Influencing Customers’ Credit Decision-Making Before and During the Pandemic Period at Bank Pembangunan Daerah Nusa Tenggara Timur

Abstract

This study aims to test and analyze differences in customer decisions in taking credit before and during the COVID-19 pandemic, which are influenced by interest rates, service quality, credit processes, and income. The research uses primary data with a sample of 280 respondents selected through an accidental sampling technique. Data analysis was conducted using descriptive analysis with the assistance of SPSS version 29. The results of the study indicate that there are significant differences in customer decision-making in taking credit before and during the pandemic, influenced by interest rates, service quality, credit procedures, and income.