Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Mediasi Pada LPD

Abstract

This research is intended to examine the influences of (1) service quality towards customers’ satisfaction, (2) service quality towards custormers’ loyalty, (3) customers’ satisfaction towards customers’ loyalty, and (4) customers’ satisfaction in mediating service quality towards customers’ loyalty in LPD Desa Adat Ularan. The research design of this research used casual quantitative research. The subject of this research is the customers of LPD Desa Adat Ularan, and the object of this research is the quality of services, customers’ satisfaction, and customers’ loyalty. The sample of this research involved 100 respondents. Therefore, the data of this research were collected through document recording, questionnaire design, and analyzed by path analysis. The results of this research showed that: (1) service quality has a positive and significant effect towards customers’ satisfaction, (2) service quality has a positive and significant effect towards customers’ loyalty, (3) customers’ satisfaction has a positive and significant effect towards customers’ loyalty, and (4) customers’ satisfaction partialy mediate the effect of services quality towards customers’ loyalty in LPD Desa Adat Ularan.

Optimalisasi Peningkatan Kinerja Usaha “CV. Bolu Ketan Mendut” Terhadap Daya Saing Bisnis

“…Karena beraneka ragamnya superioritas LPD tersebut, maka terciptalah kualitas pelayanan masyarakat terhadap LPD. Sehingga diharapkan kualitas pelayanan meningkat, dengan harapan nasabah akan semakin loyal terhadap LPD (Widnyana and Suarmanayasa 2021).…”

Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Sebagai Variabel Intervening

“…Hasil uji pengaruh kepuasan pelanggan (M) sebagai pemediasi pengaruh kualitas layanan (X) terhadap loyalitas pelanggan (Y) dapat dilihat pada tabel 5 berikut. Begitu juga dengan hasil penelitian sebelumnya [11] dengan hasil penelitian variabel kualitas layanan (X) yang bernilai positif dan signifikan dapat menunjukkan adanya pengaruh antara kualitas layanan terhadap kepuasan pelanggan pada Win Motor Padang Pariaman. Koefisien regresi kualitas layanan yang bernilai positif, juga menunjukkan bahwa apabila kualitas layanan ditingkatkan, maka secara positif akan mampu meningkatkan kepuasan pelanggan yang menggunakan jasa servis Win Motor.…”

The Influence of Customer Loyalty through Customer Satisfaction with Islamic Religiosity as a Moderating Variable

“…However, to get loyalty, sharia banking does not necessarily get it straight away but provides the best service to achieve company goals. Research from (Widnyana & Suarmanayasa, 2021;Prasetyo et al, 2023) demonstrates the favorable and substantial impact that service quality has on client loyalty. However, a study by Satria & Dyah Astarini (2023) demonstrates that customer loyalty is not significantly impacted by service quality.…”