Khoirina, Khoirina (2025) Pengaruh Kualitas Layanan Mobile Banking terhadap Loyalitas Nasabah dengan Kepuasan Nasabah sebagai Variabel Mediasi (Studi pada Pengguna BRImo Kantor Cabang Pemalang). Skripsi thesis, STIE Bank BPD Jateng.
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Abstract
This study aims to test and analyze the effect of service quality on customer loyalty with customer satisfaction as a mediating variable (study on users of BRImo Pemalang branch office). This research uses a quantitative approach. The population in the study were BRI customers of Pemalang Branch Office BRImo users. The sampling technique used Snowball with a sample size of 100 respondents. The data obtained was analyzed using SmartPLS. The results of the study indicate that service quality and customer satisfaction have a positive and significant effect. Loyalty variables do not have a significant effect on customer loyalty. Furthermore, satisfaction is able to mediate service quality on customer loyalty. Keywords: Service quality, Mobile banking, Customer loyalty, Customer satisfaction
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | Penelitian ini bertujuan untuk munguji dan menganalisis pengaruh kualitas layanan terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel mediasi (studi pada pengguna BRImo kantor cabang pemalang). Penelitian ini menggunakan pendekatan kuantitatif. Populasi dalam penelitian adalah nasabah BRI Kantor Cabang Pemalang pengguna BRImo. Teknik pengambilan sampel menggunakan Snowball dengan jumlah sampel 100 responden. Data yang didapatkan dianalisis menggunakan SmartPLS. Hasil dari penelitian menunjukkan bahwa kualitas layanan dan kepuasan nasabah berpengaruh positif dan signifikan. Variabel loyalitas tidak berpengaruh secara signifikan terhadap loyalitas nasabah. Selanjutnya, kepuasan mampu memediasi kualitas layanan terhadap loyalitas nasabah. |
| Uncontrolled Keywords: | Kualitas Layanan, Mobile Banking, Loyalitas Nasabah, Kepuasan Nasabah |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HG Finance |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 19 Sep 2025 23:21 |
| Last Modified: | 19 Sep 2025 23:21 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/2573 |
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