PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN MENJADI VARIABEL INTERVENING (STUDY BPRS BAROKAH DANA SEJAHTERA YOGYAKARTA)

Ahmeda Aulia Nurseta, NIM.: 15820124 (2022) PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS NASABAH DENGAN KEPUASAN MENJADI VARIABEL INTERVENING (STUDY BPRS BAROKAH DANA SEJAHTERA YOGYAKARTA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to determine the effect of service quality on customer loyalty mediated by satisfaction. The object of this research is the customer of Bank BDS Yogyakarta which according to the solvin formula only requires 100 people for the sample. This study uses path analysis and Sobel analysis to measure it. The results show that service quality has no significant positive effect on loyalty and satisfaction cannot mediate between service quality and customer loyalty.

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