The Effect of Motivation, Loyalty, Service Quality, and Administration Costs on Customers' Decisions to Use Gold Installment Products at Bank Syariah Indonesia with Promotion Variables as Moderation

Abstract

This study examines the individual and combined effects of motivation, loyalty, service quality, and administration costs on customers' decision to use gold installment products at Bank Syariah Indonesia Tangerang Selatan. The study also considers the moderating effect of promotion. The research method used is quantitative with a purposive sampling technique. Both primary and secondary data are utilized as data sources, with the study being conducted at BSI and involving 100 participants. IBM SPSS Statistics 20 is used for data analysis. The results indicate that Motivation (X1) influences the decision to use Gold Installment Products, while Loyalty (X2) does not. Service Quality (X3) and Administration Cost (X4) influence decisions. However, the Promotion variable (X5) does not affect the decision directly, but it can act as a moderating variable, strengthening the interaction between motivation and the decision. Simultaneously, motivation, loyalty, service quality, administration cost, and promotion collectively influence the customer's decision to use gold installment products.