Pratiwi, Eliana Nur (2026) MEMBANGUN LOYALITAS NASABAH MELALUI KEPUASAN: STUDI MEDIASI KUALITAS LAYANAN ATM BANK XYZ. Skripsi thesis, Universitas BPD.
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Abstract
Bank XYZ's ATM services are facing problems reflected in fluctuations in customer complaints and a decline in the Service Quality Index from 80.64% (2022) to 77.92% (2023). This study uses SERVQUAL Theory and Expectancy Disconfirmation Theory to analyze the effect of service quality on customer loyalty through the mediation of satisfaction. A quantitative research method with 100 Bank XYZ customer respondents was analyzed using PLS-SEM. The results show that service quality has a significant effect on customer satisfaction, but not a significant effect on loyalty directly. Customer satisfaction has a significant effect on loyalty and is able to mediate the relationship between service quality and customer loyalty.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | Layanan ATM Bank XYZ menghadapi permasalahan yang tercermin dari fluktuasi pengaduan nasabah dan penurunan Indeks Kualitas Pelayanan dari 80,64% (2022) menjadi 77,92% (2023). Penelitian ini menggunakan Theory SERVQUAL dan Expectancy Disconfirmation Theory untuk menganalisis pengaruh kualitas layanan terhadap loyalitas nasabah melalui mediasi kepuasan. Metode penelitian kuantitatif dengan 100 responden nasabah Bank XYZ dianalisis menggunakan PLS-SEM. Hasil menunjukkan kualitas layanan berpengaruh signifikan terhadap kepuasan nasabah, namun tidak signifikan terhadap loyalitas secara langsung. Kepuasan nasabah berpengaruh signifikan terhadap loyalitas dan mampu memediasi hubungan kualitas layanan dengan loyalitas nasabah. |
| Uncontrolled Keywords: | Service Quality, Customer Satisfaction, Customer Loyalty, Automatic Teller Machine |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HF Commerce H Social Sciences > HG Finance |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 18 Mar 2026 04:25 |
| Last Modified: | 18 Mar 2026 04:25 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/3100 |
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