Pengaruh Bank Service Quality Terhadap Loyalitas Nasabah Dengan Kepuasan Dan Kepercayaan Sebagai Intervening Dalam Menggunakan Produk Kredit Konsumtif

Mashuri Nur Alfikri, Riza Firdaus, Ramli Toalib

Abstract


Penelitian ini bertujuan untuk mengetahui pengaruh Bank Service Quality terhadap kepuasan nasabah, kepercayaan nasabah, loyalitas nasabah, pengaruh kepuasan terhadap loyalitas nasabah, loyalitas nasabah, dan pengaruh Bank Service Quality terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening, dan pengaruh Bank Service Quality terhadap loyalitas nasabah dengan kepercayaan nasabah sebagai variabel intervening. Populasi penelitian ini adalah pegawai negeri sipil (PNS) yang menggunakan produk konsumtif. Penentuan jumlah sampel menggunakan rumus Ferdinand (2014) sebanyak 150 orang nasabah dengan metode pengambilan sampel purposive sampling. Penelitian ini menggunakan data primer berupa kuisioner. Metode analisis data yang akan digunakan di penelitian ini adalah dengan menggunakan Structural Equation Modeling dan menawarkan kemampuan Path Analytic. Analisis jalur yang digunakan dalam penelitian ini adalah Partial Least Squares (PLS), menggunakan Smart-PLS. Hasil penelitian menyimpulkan bahwa secara langsung Bank Service Quality berpengaruh terhadap kepuasan nasabah, Bank Service Quality berpengaruh terhadap kepercayaan nasabah, Bank Service Quality berpengaruh terhadap loyalitas nasabah, kepuasan berpengaruh terhadap loyalitas nasabah, kepercayaan berpengaruh terhadap loyalitas nasabah, dan secara tidak langsung Bank Service Quality berpengaruh terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel intervening, dan Bank Service Quality berpengaruh terhadap loyalitas nasabah dengan kepercayaan nasabah sebagai variabel intervening

Kata Kunci: Bank Service Quality, Kepuasan, Kepercayaan dan Loyalitas.

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DOI: https://doi.org/10.37531/sejaman.v6i2.6261

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