Peran Kepuasan nasabah Sebagai Intervening dampak Kualitas Pelayanan  Terhadap Loyalitas  Nasabah

Khuldimartain Wildan; Nisa Mutiara

doi:10.32503/otonomi.v26i2.9586

Khuldimartain Wildan Bank Jatim Cabang Pare Kediri
Nisa Mutiara Magister Manajemen, Universitas Islam Kadiri

DOI: https://doi.org/10.32503/otonomi.v26i2.9586

Abstract

Third-party funds collected from the public and institutions/agencies can take the form of checking accounts, savings accounts, and time deposits. Based on the results of the t test, it can be seen that the significance value is 0.015 <0.05 and the calculated t value is 2.480 > 1.984 (t table). It can be concluded that the service quality variable (X) partially has a significant effect on the customer satisfaction variable (Z). The t test results show a significance value of 0.000 <0.05 and the calculated t value is 4.078 > 1.984 (t table). It can be concluded that the service quality variable (X) partially has a significant effect on the customer loyalty variable (Y). Based on the results of the t test, it can be seen that the significance value is 0.000 <0.05 and the calculated t value is 4.125 > 1.984 (t table). It can be concluded that the customer satisfaction variable (Z) partially has a significant effect on the customer loyalty variable (Y). The test results will produce a z-score compared to the absolute Z-score of 1.96. This study shows that the direct effect of service quality on loyalty and the direct effect of satisfaction on customer loyalty are greater and more significant than those through customer satisfaction. Satisfaction plays a crucial role in creating short-term loyalty.

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