Pangaribuan, Yolanda Fhebyola (2025) ANALISIS PENGARUH DIGITAL BRANCH SERVICE DAN SELF-SERVICE BANKING TERHADAP LOYALITAS NASABAH DENGAN TINGKAT KEPUASAN NASABAH SEBAGAI VARIABEL MEDIASI. ( Studi Kasus Digital Lounge Cimbniaga Plaza Malioboro Yogyakarta ). Thesis thesis, Universitas BPD.
![[img]](http://eprints.stiebankbpdjateng.ac.id/style/images/fileicons/text.png) |
Text
2025 Yolanda Fhebyola Pangaribuan 22231493.pdf Download (449kB) |
|
Text
DAFTAR PUSTAKA.pdf Download (161kB) |
Abstract
This study aims to analyze the effect of digital service on customer loyalty with satisfaction as a mediating variable at CIMB Niaga Digital Lounge Plaza Malioboro. Digital services play an essential role in maintaining satisfaction and loyalty amid increasing competition in modern banking.Data were collected through a 5-point Likert scale questionnaire from 100 respondents selected using purposive sampling. The analysis was conducted using SEM-PLS with SmartPLS software. The outer model results confirmed that all indicators met validity and reliability requirements. The inner model revealed that digital service significantly affects satisfaction, satisfaction significantly affects loyalty, and digital service significantly influences loyalty both directly and indirectly through satisfaction. The research model explained 61.2% of customer loyalty, while the remaining 38.8% was influenced by other factors outside the study.
| Item Type: | Thesis (Thesis) |
|---|---|
| Additional Information: | Penelitian ini bertujuan menganalisis pengaruh layanan digital terhadap loyalitas nasabah dengan kepuasan sebagai variabel mediasi pada Digital Lounge CIMB Niaga Plaza Malioboro. Layanan digital menjadi faktor penting untuk menjaga kepuasan dan loyalitas di tengah persaingan perbankan modern.Data dikumpulkan melalui kuesioner skala Likert 5 poin dari 100 responden yang dipilih dengan purposive sampling. Analisis dilakukan menggunakan SEM-PLS melalui SmartPLS. Hasil outer model menunjukkan indikator memenuhi validitas dan reliabilitas. Inner model mengonfirmasi bahwa layanan digital berpengaruh signifikan terhadap kepuasan, kepuasan berpengaruh signifikan terhadap loyalitas, serta layanan digital berpengaruh signifikan terhadap loyalitas, baik secara langsung maupun melalui kepuasan. Model penelitian ini menjelaskan loyalitas sebesar 61,2%, sedangkan sisanya 38,8% dipengaruhi faktor lain di luar penelitian. |
| Uncontrolled Keywords: | Digital service, Satisfaction, Loyalty, SEM-PLS, CIMB Niaga Digital Lounge Plaza Malioboro |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HJ Public Finance |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S2 |
| Date Deposited: | 21 Oct 2025 02:29 |
| Last Modified: | 21 Oct 2025 02:29 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/2976 |
Actions (login required)
 |
View Item |
