Pengaruh Kualitas Pelayanan dan Kepercayaan terhadap Loyalitas Nasabah Lembaga Perkreditan Desa

Abstract

This research was conducted with the aim of knowing the effect of service quality and trust on customer loyalty at the Village Credit Institution (LPD) Mengening Traditional Village, Badung Regency in Badung Regency. The population in this study were all customers in the 2020 period, totaling 2162 people with a total sample of 96 respondents who were determined using the accidental sampling method. Data analysis techniques used in this study were validity, reliability, classical assumptions, multiple linear regression, coefficient of determination, t test and F test. Based on the results of the study it can be seen that: (1) Service quality has a positive and significant effect on customer loyalty. (2) trust has a positive and significant effect on customer loyalty. (3) Service quality and trust have a positive and significant effect on customer loyalty. Seeing the results of the research, the LPD in Mengening Traditional Village must improve transaction security for its customers. This can be done by inputting customer savings data using the system so that there are no more mistakes in writing customer fund nominal values ??on the savings book. This will make customers feel safe in transactions so that they will be loyal to saving at the LPD in the Mengening Traditional Village.