PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI PEMEDIASI (Survei pada Nasabah Tabungan Tamades pada PD BKK Karanganyar Cabang Kebakkramat)

Abstract

This research aims to analyses the role of customer satisfaction as mediating
variable of the effect service quality on customer loyalty. This study using sample of
100 customers who have savings bank account of Tamades product owned PD BKK
in Karanganyar of the Kebakkramat Branchs. To test hypothesis using path analysis.
The result shows that (1) service quality has significance effect on customer loyalty,
so the hypothesis 1 accepted; (2) service quality has significance effect on customer
satisfaction, so the hypothesis 2 accepted; (3) customer satisfaction has significance
effect on customer loyalty, so the hypothesis 3 accepted; (4) effect of service quality
on customer loyalty mediated customer satisfaction, so the hypothesis 4 accepted.
Keywords: service quality, customer satisfaction, customer loyalty