Pengaruh Kualitas Pelayanan terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Mediasi pada PT. BPR Suryajaya Kubutambahan

Abstract

This study aims to examine the effect of: (1) service quality on customer satisfaction, (2) service quality on customer loyalty, (3) customer satisfaction on customer loyalty, and (4) customer satisfaction in mediating the effect of service quality on customer loyalty at PT . BPR Suryajaya Kubuplus. The type of research used is quantitative research and the research design used is causal research design. The subjects in this study were customers at PT. BPR Suryajaya Kubutambahan and the objects in this study are service quality, customer satisfaction, and customer loyalty. Data was collected by document recording and questionnaire method, and analyzed by path analysis. The results showed that (1) service quality has a positive and significant effect on customer satisfaction, (2) service quality has a positive and significant effect on customer loyalty, (3) customer satisfaction has a positive and significant effect on customer loyalty, and (4) customer satisfaction mediate some of the influence of service quality on customer loyalty