Peran Kepuasan Nasabah Deposito Memediasi Pengaruh Customer Value terhadap Loyalitas Nasabah Lembaga Perkreditan Desa (LPD) Kedonganan
Abstract
This study aims to determine the role of customer satisfaction as a mediation variable that is able to mediate the influence of customer value on customer loyalty at LPD Adar Kedonganan Village in Kuta, Badung. The total population in this study was 1,040 customers where the number of samples was calculated by the slovin formula, so 91 respondents were obtained. Data collection methods by observation, interviews, literature studies and questionnaires are distributed to respondents. The data analysis techniques used are validity tests, reliability tests, descriptive tests and path analysis. The results in this study are 1) Customer value has a positive and significant effect on customer loyalty so that H0 is rejected and H1 is accepted. 2) Customer value has a positive and significant effect on customer satisfaction so that H0 is rejected and H2 is accepted. 3) Customer satisfaction has a positive and significant effect on customer loyalty so that H0 is rejected and H3 is accepted. 4) Customer satisfaction can mediate the relationship between customer value and customer loyalty where the Z value is calculated at 7.838 > 1.96. Suggestions to provide training or training for LPD employees so that when providing services to customers, customers feel happy and comfortable, and provide customers in the form of brochures or leaflets containing various products available at LPD Kedonganan Traditional Village.
References
Aini, M. D. N., & Safitri, R. (2022). Peran Kepuasan Memediasi Kualitas Pelayanan Dan Customer Relationship Management Terhadap Loyalitas Nasabah. Jurnal Tabarru’: Islamic Banking and Finance, 5(2), 513–525. https://doi.org/10.25299/jtb.2022.vol5(2).11245
Ambarwati, I. A. T., Kawiana, I. G. P., & Mahayasa, I. G. A. (2022). Mediasi Kepuasan Konsumen Pada Hubungan Kualitas Pelayanan Dengan Loyalitas Pada PT Prisma Elektrika Bali. WidyaAmrita: Jurnal Manajemen, Kewirausahaan dan Pariwisata, 2(3), 832-843.
Aqwam Assalafy, 2019.” Pegaruh Islamic Banking Service Quality, Trust dan Customer Value Terhadap Kepuasan Nasabah.” (Studi Kasus pada Bank Muamalat Indonesia di Tangerang Selatan). Skripsi Fakultas Ekonomi dan Bisnis Universitas Islam Negeri Syarif Hidayatullah Jakarta
Bavendam, J., 2000. “How Do You Manage Turnover? in a time of lean organizations and dwindling pools of experienced newhires”. J. Special Report, Vol. 3, Bavendam Research ncorporated, Mercer Island. http;//www. bavendam. com/
Bimaruci, Hazrati, 2021, “Model Of Customer Satisfaction: Analysis Of Brand Image and Product Quality (Marketing Management Literature Review.” Thesis Mahasiswa Ilmu Manajemen, Universitas 17 Agustus 1945, Surabaya.
Festy Oktavin Demanda, 2018.” Pengaruh Kualitas Produk, Kualitas Pelayanan Dan Kepuasan Pelanggan Terhadap Keputusan Pembelian Di Throwback Coffee + Kitchen Cikarang”. Skripsi Fakultas Ekonomi dan Bisnis President University
Ilham, Muhammad, 2021, “The Influence of Product Quality, Brand Equity on Customer Satisfaction: A Quantitative study,” Skripsi Fakultas Ilmu Ekonomi dan Bisnis Universitas Sama Ratuangi, Menado
Indrata, S. L., Susanti, C. E., & Kristanti, M. M. (2018). Pengaruh Perceived Value Dan E-Service Quality Terhadap Customer Behavioral Intention Melalui Customer Satisfaction Pada Pengguna Gojek Di Surabaya. Kajian Ilmiah Mahasiswa Manajemen, 6(2), 131–147.
Irmayanti Sulistiaty Thamrin, 2017. Pengaruh Kualitas Pelayanan Terhadap kepuasan Pelanggan Pada Al Badar Hotel Makassar. Skripsi Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Makassar
Jeremy Roy Agustin Ndoen1 Ni Made Wulandari Kusumadewi2 ISSN: 2302-8912 Peran Kepuasan Pelanggan Dalam Memediasi Pengaruh Perceived Value Terhadap Loyalitas Pelanggan Hotspot WIFI.ID Di DENPASAR
Kristianti, L. S., Affandi, A., Nurjaya, N., Sunarsi, D., & Rozi, A. (2021). Pengaruh Motivasi Dan Disiplin Kerja Terhadap Kinerja Pegawai Pada Dinas Pariwisata Purwakarta. Jurnal Ilmiah PERKUSI, 1(1), 101. https://doi.org/10.32493/j.perkusi.v1i1.9987
Kotler, Philip dan Keller, Kevin Lane. 2009. Manajemen Pemasaran. Alih bahasa oleh Benyamin Molan. Jilid 1. Indeks: Jakarta
Mahayasa, I. G. A., & Martayanti, N. M. P. (2020). Analysis Of The Influence Of Member's Commitment And Satisfaction On Loyalty Of Cooperative Members. Warmadewa Management and Business Journal (WMBJ), 2(1), 48-55.
Ratno, F. A. (2020). Pengaruh Kualitas Layanan dan Penanganan Keluhan terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Intervening (Studi Kasus BPRS Suriyah Cabang Salatiga). Jurnal BAABU AL-ILMI: Ekonomi Dan Perbankan Syariah, 5(2), 142. https://doi.org/10.29300/ba.v5i2.3504
Santosa, J., Mahendra, D., & Haryanto, A. T. (2020). Peran Kepuasan Di Dalam Memediasi Kualitas Produk Dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Bank Jateng Cabang Purwodadi. Excellent, 7(1), 16–24. https://doi.org/10.36587/exc.v7i1.622
Suputra, G. A. (2020). Peran Kepuasan Memdiasi Pengaruh Citra LPD Terhadap Loyalitas Nasabah LPD Desa Adat Abiantuwung di Tabanan. Warmadewa Management and Business Journal (WMBJ), 2(2), 92–101.
Setiawan, H., & Sayuti, A. J. (2017). Effects of Service Quality, Customer Trust and Corporate Image on Customer Satisfaction and Loyalty: An Assessment of Travel Agencies Customer in South Sumatra Indonesia. IOSR Journal of Business and Management (IOSR-JBM), 19(5), 31–40.
Yudiadari, N. K. P., & Agustina, M. D. P. (2021). Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Nasabah Unit Simpan – Pinjam Bumdes Dana Merta Desa Tangkup Kabupaten Karangasem. Widya Amrita, 1(1), 216–232. https://doi.org/10.32795/widyaamrita.v1i1.1165
