Prakoso, Khoirul Dwi (2026) PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN DIGITAL BANKING TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL INTERVENING (STUDI PADA SEKTOR PERBANKAN DI BNI CABANG JEPARA). Thesis thesis, Universitas BPD.
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Abstract
This study aims to analyze the influence of service quality and customer trust on customer satisfaction and its implications for customer loyalty. The study population was all digital banking customers of Bank BNI Jepara Branch, with a sample size of 100 people determined using the Slovin formula. Data analysis was conducted using partial least squares (PLS) SEM and the smartPLS analysis tool. The results show that service quality and customer trust have a direct effect on customer satisfaction, while customer satisfaction has a direct effect on customer loyalty. On the other hand, service quality and customer trust do not have a direct effect on customer loyalty, but both have a positive effect on customer loyalty through customer satisfaction as a mediating variable. Implications: Financial institutions need to improve service quality and build customer trust to create customer satisfaction, which ultimately can strengthen customer loyalty.
| Item Type: | Thesis (Thesis) |
|---|---|
| Additional Information: | Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan kepercayaan nasabah terhadap kepuasan nasabah serta implikasinya terhadap loyalitas nasabah. Populasi penelitian adalah seluruh nasabah pengguna digital banking Bank BNI Cabang Jepara, dengan jumlah sampel sebanyak 100 orang yang ditentukan melalui rumus Slovin. Analisis data dilakukan menggunakan partial least square (PLS)SEM dan alat analisis smartPLS. Hasil penelitian menunjukkan bahwa kualitas layanan dan kepercayaan nasabah berpengaruh langsung terhadap kepuasan nasabah, sedangkan kepuasan nasabah berpengaruh langsung terhadap loyalitas nasabah. Di sisi lain, kualitas layanan dan kepercayaan nasabah tidak berpengaruh langsung terhadap loyalitas nasabah, namun keduanya berpengaruh positif terhadap loyalitas nasabah melalui kepuasan nasabah sebagai variabel mediasi. Implikasi lembaga keuangan perlu meningkatkan kualitas layanan dan membangun kepercayaan nasabah guna menciptakan kepuasan nasabah yang pada akhirnya dapat memperkuat loyalitas nasabah. |
| Uncontrolled Keywords: | Kualitas layanan, Kepercayaan Nasabah, Kepuasan Nasabah, Loyalitas Nasabah, Digital Banking |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions H Social Sciences > HJ Public Finance |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S2 |
| Date Deposited: | 17 Mar 2026 07:38 |
| Last Modified: | 17 Mar 2026 07:38 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/3087 |
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