Procedia of Social Sciences and Humanities
Vol. 3 (2022): Proceedings of the 1st SENARA 2022
Articles

Determinants of Customer loyalty: service quality and satisfaction: Penentu Loyalitas Nasabah : Kualitas Pelayanan dan Kepuasan

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  • Liza Nora,
  • Nur Afiifah Kaamilah,
  • Siti Hafnidar Harun
Liza Nora
Universitas Muhammadiyah Jakarta
Nur Afiifah Kaamilah
Universitas Muhammadiyah Jakarta
Siti Hafnidar Harun
Universitas Muhammadiyah Jakarta
DOI: https://doi.org/10.21070/pssh.v3i.149
Published June 2, 2022
Keywords
  • Service Quality,
  • Customer Loyalty,
  • Customer Satisfaction
How to Cite
Nora, L., Kaamilah, N. A., & Harun, S. H. (2022). Determinants of Customer loyalty: service quality and satisfaction: Penentu Loyalitas Nasabah : Kualitas Pelayanan dan Kepuasan. Procedia of Social Sciences and Humanities, 3, 380-389. https://doi.org/10.21070/pssh.v3i.149

Copyright (c) 2022 Liza Nora, Nur Afiifah Kaamilah, Siti Hafnidar Harun

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

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Abstract

This study aims to explain the role of satisfaction in influencing service quality to customer loyalty at PT. BPRS Harta Insan Karimah. The method used in this study is a quantitative method that is associative. The source of this research is using primary data. The sample collection technique used is purposive sampling technique, with the number of samples tested by 96 respondents from customers. The data collection technique is using a questionnaire distributed via Google Form to the customers who are domiciled in Tangerang. The data analysis method in this study uses the Structural Equation Model (SEM), using the WarpPLS 7.0 approach. The results of this study indicate that service quality has a significant effect on customer loyalty and service quality with customer satisfaction as a mediation has a significant effect on customer loyalty. This means that the customer satisfaction variable is a partial mediation, which can affect directly or indirectly between the service quality variable and customer loyalty.

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References

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  24. Pontoh, M. B., Kawet, L., & Tumbuan, W. A. (2014). Kualitas Layanan, Citra Perusahaan Dan Kepercayaan Pengaruhnya Terhadap Kepuasan Nasabah Bank Bri Cabang Manado. Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3), 285–297.
  25. Tjiptono, F. (2014). Pemasaran Jasa, Prinsip, Penerapan, dan Penelitian. Andi Offset.
  26. Tjiptono, F. (2015). Prinsip-Prinsip Total Quality Service. Andi Offset.
  27. Tjiptono, F., & Chandra, G. (2016). Service Quality & Satisfaction (Edisi Empa). Andi Offset.
  28. Wirtz, J., Lovelock, C., & Chatterjee, J. (2018). Services Marketing (Eighth Edi). Pearson India Education Services Pvt. L.td.
  29. Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31–46. https://doi.org/10.2307/1251929
  30. Zulkarnain, R., Taufik, H., & Ramdansyah, A. D. (2020). Pengaruh Kualitas Pelayanan dan Kualitas Produk terhadap Loyalitas Nasabah dengan Kepuasan Nasabah sebagai Variabel Intervening ((Studi Kasus Pada PT Bank Syariah Mu’amalah Cilegon). Jurnal Manajemen Dan Bisnis, 2(1), 87–110. http://ejournal.lppm-unbaja.ac.id/index.php/jmb/article/view/816