Meningkatkan Loyalitas dengan Kualitas Pelayanan melalui Mediasi Kepuasan

Abstract

Financial institutions play an important role in improving the economy by channeling funds to those in need. Therefore, it is important to know what factors can increase customer loyalty. The results of this study are expected to show the role of satisfaction in mediating the effect of service quality on customer loyalty at the LPD Sangketan Traditional Village, Penebel District, Tabanan Regency. The total population in this study was 548 with a sample of 85 people. Data testing was carried out by path analysis and mediation testing using the Sobel test. The test results show that satisfaction mediates the effect of service quality on customer loyalty. It is recommended to always provide quality service, and increase satisfaction to increase loyalty.