PENGARUH SERVICE EXCELLENCE TELLER TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL MEDIASI (STUDI PADA PT BANK JATENG CABANG BLORA)

Artana, Ni Wayan Amanda Putri (2026) PENGARUH SERVICE EXCELLENCE TELLER TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL MEDIASI (STUDI PADA PT BANK JATENG CABANG BLORA). Skripsi thesis, Universitas BPD.

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Abstract

This study aims to analyze the effect of teller service excellence on customer loyalty with customer satisfaction as a mediating variable at PT Bank Jateng, Blora Branch. This research uses a quantitative approach with an associative research design. Data were collected by distributing a Likert-scale questionnaire (1-5) to 100 customer respondents who conducted transaction through tellers, using accidental sampling. Data analysis was carried out using the SEM method with SmartPLS 4 through outer model and inner model testing. The results show that teller service excellence has a positive and significant effect on customer satisfaction. Customer satisfaction also has a positive and significant effect on customer loyalty. These findings confirm that customer loyalty is formed through satisfaction as a response to the alignment between customer expectations and the performance of teller services. The implication of this study indicates that improving customer loyalty can be more effectively achieved by strengthening customer satisfaction through consistent excellence teller services in accordance with service standards. Keyword : Service Excellence Teller, Customer Satisfaction, Customer Loyalty

Item Type:	Thesis (Skripsi)
Additional Information:	Penelitian ini bertujuan untuk menganalisis pengaruh service excellence teller terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel mediasi pada PT Bank Jateng Cabang Blora. Penelitian ini menggunakan pendekatan kuantitatif dengan jenis penelitian asosiatif. Data diperoleh melalui penyebaran kuesioner Skala Likert (1-5) kepada 100 responden nasabah yang bertransaksi melalui teller dengan teknik accidental sampling. Analisis data dilakukan dengan metode SEM menggunakan SmartPLS 4 melalui pengujian outer model dan inner model. Hasil penelitian menunjukkan bahwa service excellence teller berpengaruh positif dan signifikan terhadap kepuasan nasabah. Kepuasan nasabah juga berpengaruh positif dan signifikan terhadap loyalitas nasabah. Temuan ini menegaskan bahwa loyalitas nasabah terbentuk melalui kepuasan sebagai respon atas kesesuaian antara ekspektasi dan kinerja layanan teller. Implikasi penelitian ini menunjukkan bahwa peningkatan loyalitas nasabah lebih efektif dilakukan melalui penguatan kepuasan nasabah dengan menjaga konsistensi pelayanan prima teller sesuai standar layanan. Kata Kunci : Service Excellence Teller, Kepuasan Nasabah, Loyalitas Nasabah
Uncontrolled Keywords:	Service Excellence Teller, Customer Satisfaction, Customer Loyalty,
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Faculty of Law, Arts and Social Sciences > School of Management
Depositing User:	Wisudawan S1
Date Deposited:	14 Mar 2026 08:33
Last Modified:	14 Mar 2026 08:33
URI:	http://eprints.stiebankbpdjateng.ac.id/id/eprint/3054

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