Open AccessPengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Mediasi Pada LPD
Author(s) -
I Wayan Widnyana,
I Nengah Suarmanayasa
Publication year - 2021
Publication title -
bisma: jurnal manajemen/bisma
Language(s) - English
Resource type - Journals
eISSN - 2714-6782
pISSN - 2476-8782
DOI - 10.23887/bjm.v7i2.31923
Subject(s) - loyalty , business , service quality , casual , research object , service (business) , marketing , quality (philosophy) , customer satisfaction , loyalty business model , business administration , advertising , political science , philosophy , epistemology , law
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.