Peran Kepuasan Nasabah Memediasi Pengaruh E-Service Quality M-Pise Mobile Terhadap Loyalitas Nasabah Di LPD Desa Adat Kebon Susut Bangli
DOI:
https://doi.org/10.32795/vol4wamrtno1th24Keywords:
E-Service Quality, Customer Satisfaction, Customer LoyaltyAbstract
This study is motivated by the rapid development of digital financial services, encouraging Village Credit Institutions (LPD) to improve application-based services, including M-Pise Mobile. This study aims to analyze the effect of e-service quality on customer loyalty with customer satisfaction as a mediating variable at LPD Desa Adat Kebon. This research applies a quantitative approach using purposive sampling with 150 respondents who are M-Pise Mobile users. Data were collected through questionnaires and analyzed using path analysis and the Sobel test. The results indicate that e-service quality has a positive and significant effect on customer satisfaction and customer loyalty. Customer satisfaction also has a positive and significant effect on customer loyalty and significantly mediates the relationship between e-service quality and customer loyalty. The research model demonstrates strong explanatory power in predicting customer loyalty. Therefore, LPD is recommended to continuously improve digital service quality, particularly in terms of speed, security, and feature innovation to enhance customer satisfaction and loyalty
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