Peran Mediasi Kepuasan Nasabah pada Pengaruh Kualitas Pelayanan terhadap Loyalitas Nasabah

Abstract

The purpose of this study was to determine the effect of the mediating role on customer satisfaction on the effect of service quality on customer loyalty in the LPD Desa Adat Ubung in Denpasar. The population in this study were all customers of the Ubung Traditional Village LPD which were recorded in 2022 as many as 5,662 people. Determination of the sample using the Slovin formula to obtain 98 customers as a sample, and sampling using purposive sampling. Data were analyzed using path analysis (path analysis). The results of the analysis show that service quality has a positive and significant effect on customer loyalty, service quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty, and customer satisfaction can mediate the relationship between service quality and customer loyalty LPD Desa Adat Ubung in Denpasar