Nur Khusaini, Fahrudin and -, Dr. Muzakar Isa, SE, MSi and -, Dr. Moechammad Nasir, S. E., M.M (2025) Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening Di Bank BTN Kantor Cabang Solo. Thesis thesis, Universitas Muhammadiyah Surakarta.
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Abstract
This research aims to analyze the influence of service quality and trust on customer loyalty through customer satisfaction as an intervening variable at Bank BTN Solo Branch Office. Quantitative methods were used in this research with data analysis using Smart PLS 3. The population in this research consisted of all people in the city of Solo and its surroundings who used products from Bank BTN with a sample of 140 respondents. The results of this research show that service quality and trust have a significant positive effect on customer satisfaction, while customer satisfaction has a significant positive effect on customer loyalty. Service quality and trust have a significant positive effect on customer loyalty. In addition, customer satisfaction has been proven to mediate the relationship between service quality and trust in customer loyalty. This research provides important implications for the management of Bank BTN, especially the Solo Branch Office, especially in the marketing strategy of Bank BTN products by emphasizing the importance of service quality, trust and customer satisfaction to increase customer loyalty.
| Item Type: | Thesis (Thesis) |
|---|---|
| Uncontrolled Keywords: | kualitas pelayanan, kepercayaan, loyalitas dan kepuasan nasabah |
| Subjects: | H Social Sciences > HD Management, Business and Labor H Social Sciences > HD Management, Business and Labor > Management > Marketing Management |
| Divisions: | Fakultas Ekonomi dan Bisnis > S2 Manajemen |
| Depositing User: | Unnamed user with username p100220050 |
| Date Deposited: | 02 Aug 2025 06:54 |
| Last Modified: | 02 Aug 2025 06:54 |
| URI: | http://eprints.ums.ac.id/id/eprint/136382 |
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