Pengaruh Kualitas Pelayanan, Kepercayaan Dan Fasilitas Terhadap Loyalitas Nasabah Dalam Meningkatkan Kepuasan Nasabah

syifa rohmah; Pangestika Zulia D; khoirul Attiq

doi:10.36490/value.v5i2.1415

syifa rohmah UIN K.H. Abdurrahman Wahid Pekalongan
Pangestika Zulia D STIE Bank BPD Jateng
khoirul Attiq STIE Bank BPD Jateng

DOI: https://doi.org/10.36490/value.v5i2.1415

Keywords: Service Quality, trust, Facilities, Customer Satisfaction, loyality

Abstract

This study aims to determine the effect of service quality, trust, and facilities on loyalty through customer satisfaction. This type of research data is quantitative research. The population of this study is customers of PT BPR BKK (Perseroda) Karangawen Branch. The sampling technique of this study is Accidental Sampling, the number of samples is determined using the Slovin formula so that 100 people are selected This research data collection technique uses questionnaires with Likert scales, data analysis methods use multiple linear analysis, and sobel tests use SPSS 25. The results showed that the quality of service, trust, and facilities had a positive and significant influence on customer satisfaction. The better the quality of service, trust, facilities will cause satisfaction to customers, and the quality of service has a positive and significant influence on loyalty. The better the quality of service, the customer will continue to use the products of PT BPR BKK (Perseroda) Karangawen Branch. Trust, facilities have a positive and insignificant influence on loyalty, and the quality of service, trust, facilities cannot be mediated with satisfaction because even though customers are satisfaction because even though the customer is satisfied but has not been able to create loyalty so that the customer still has the desire to choose another bank.

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