Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Loyalitas Nasabah dengan Kepuasan Sebagai Variabel Intervening

Abstract

The purpose of this study was to determine how the influence of service quality and trust on satisfaction and loyalty. This research was conducted at the  Lembaga Perkreditan Desa (LPD) Kekeran in Selanbawak, Tabanan with a research sample of 98 customers. Data collection techniques are observation, interviews, documentation, literature and questionnaires. While the data analysis technique uses PLS analysis techniques. The results showed that service quality had a positive and significant effect on loyalty. Trust has a positive and significant effect on loyalty. Service quality has a positive and significant effect on satisfaction. Trust has a positive and significant influence on satisfaction. Satisfaction has a positive and significant effect on Loyalty. Satisfaction is a partial mediating variable on the effect of service quality on loyalty to LPD Kekeran customers. Satisfaction is a partial mediating variable on the effect of trust on loyalty to LPD Kekeran customers.