Pengaruh efek mediasi dari customer satisfaction dalam pengaruh service quality,customer loyalty di sektor perbankan
Info Katalog
File Repositori
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2025
Pembimbing 1 : Iwan Ekawanto
Subyek : Customer satisfaction;Customer loyalty
Kata Kunci : Customer Satisfaction; Customer Loyalty; Service Quality
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2025_SK_SMJ_022002101122_Halaman-Judul.pdf | ||
| 2. | 2025_SK_SMJ_022002101122_Surat-Pernyataan-Revisi-Terakhir.pdf | 1 | |
| 3. | 2025_SK_SMJ_022002101122_Surat-Hasil-Similaritas.pdf | 1 | |
| 4. | 2025_SK_SMJ_022002101122_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf | 1 | |
| 5. | 2025_SK_SMJ_022002101122_Lembar-Pengesahan.pdf | 6 | |
| 6. | 2025_SK_SMJ_022002101122_Pernyataan-Orisinalitas.pdf | 1 | |
| 7. | 2025_SK_SMJ_022002101122_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf | 1 | |
| 8. | 2025_SK_SMJ_022002101122_Bab-1.pdf | ||
| 9. | 2025_SK_SMJ_022002101122_Bab-2.pdf |
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| 10. | 2025_SK_SMJ_022002101122_Bab-3.pdf |
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| 11. | 2025_SK_SMJ_022002101122_Bab-4.pdf |
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| 12. | 2025_SK_SMJ_022002101122_Bab-5.pdf | ||
| 13. | 2025_SK_SMJ_022002101122_Daftar-Pustaka.pdf | ||
| 14. | 2025_SK_SMJ_022002101122_Lampiran.pdf |
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P Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap kepuasan pelanggan dan loyalitas pelanggan, serta menguji peran kepuasan pelanggan sebagai variabel mediasi. jumlah sampel dalam penelitian ini adalah 224 responden yang dipilih menggunakan teknik purposive sampling, yang terdiri dari nasabah bank di jakarta. latar belakang penelitian ini didasari oleh meningkatnya persaingan dalam sektor perbankan dan pentingnya kualitas layanan dalam mempertahankan nasabah serta meningkatkan loyalitas mereka. penelitian ini menggunakan pendekatan kuantitatif dengan metode analisis structural equation model (sem) dan pengujian mediasi menggunakan baron kenny. hasil penelitian menunjukkan bahwa kualitas layanan berpengaruh positif terhadap kepuasan pelanggan dan loyalitas pelanggan. kepuasan pelanggan juga terbukti berperan sebagai mediator yang signifikan dalam hubungan antara kualitas layanan dan loyalitas pelanggan. penelitian ini memberikan implikasi penting bagi perusahaan perbankan untuk terus meningkatkan kualitas layanan mereka agar dapat meningkatkan kepuasan dan loyalitas nasabah.
T This study aims to analyze the effect of service quality on customer satisfaction and customer loyalty and test the role of customer satisfaction as a mediating variable. the number of samples in this study were 224 respondents selected using purposive sampling technique, consisting of bank customers in jakarta. the background of this research is based on increasing competition in the banking sector and the importance of service quality in retaining customers and increasing their loyalty. this study uses a quantitative approach with the structural equation model (sem) analysis method and mediation testing using baron kenny. the results showed that service quality has a positive effect on customer satisfaction and customer loyalty. customer satisfaction is also proven to act as a significant mediator in the relationship between service quality and customer loyalty. this research provides important implications for banking companies to continue to improve their service quality in order to increase customer satisfaction and loyalty.
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