Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Nasabah Sebagai Variabel Moderasi (Studi kasus pada Nasabah PT. Bank Rakyat Indonesia Unit Jetis Kabupaten Mojokerto)

INNA MARGIATI, INNA MARGIATI (2019) Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Nasabah Sebagai Variabel Moderasi (Studi kasus pada Nasabah PT. Bank Rakyat Indonesia Unit Jetis Kabupaten Mojokerto). Bachelor thesis, UNIVERSITAS ISLAM MAJAPAHIT MOJOKERTO.

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Abstract

ABSTRACT Margiati, Inna. 2018. Influence of Service Quality on Customer Loyalty with Customer Satisfaction as a Moderating Variable "PT Bank Rakyat Indonesia”. Final project, Management Study Program, Faculty of Economics, Majapahit Islamic University (UNIM). Advisor I : Eny Setyariningsih, SE., MM Advisor II : Rika Dwi Harsasi, SE., M.SM One effort to increase customer loyalty is by paying attention to service quality and customer satisfaction. Because the quality of service will affect customer satisfaction to stay afloat against the company PT Bank Rakyat Indonesia which is a government-owned banking company that has the largest and largest network in Indonesia. This study aims to determine the effect of service quality on customer loyalty with customer satisfaction as a moderating variable. This study uses the analysis method of Moderator Regression Analysis (MRA). The population in this study amounted to 2,129 customers where the sample in this study amounted to 212 samples. Sampling in this study uses purposive sampling design. The results of the research and calculations obtained from the Moderator Regression Analysis analysis method using SPSS 22.0 program assistance. The results of the test calculations show that from the calculation of the first regression test that was obtained by Rsquare of 0.704 or 70.4% after the moderation variable in the second equation was obtained Rsquare results of 0.747 or 74.7%. So there is a positive influence between service quality on customer loyalty which is moderated by customer satisfaction. Keywords : Service quality, Customer loyalty, Customer satisfaction

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