Pengaruh service quality terhadap customer loyalty melalui customer satisfaction pada bank negara indonesia (bni) dijakarta barat

DETAIL KOLEKSI

Pengaruh service quality terhadap customer loyalty melalui customer satisfaction pada bank negara indonesia (bni) dijakarta barat

Oleh : Nazzma Arifah

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2026

Pembimbing 1 : Willy Arafah

Pembimbing 2 : Nama Saya

Kata Kunci : customer loyalty, customer satisfaction and service quality

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2026_SK_SMJ_022001902031_Halaman-Judul.pdf
2.	2026_SK_SMJ_022001902031_Surat-Pernyataan-Revisi-Terakhir.pdf	1
3.	2026_SK_SMJ_022001902031_Surat-Hasil-Similaritas.pdf	1
4.	2026_SK_SMJ_022001902031_Halaman-Pernyataan-Persetujuan-Publikasi-Tugas-Akhir-untuk-Kepentingan-Akademis.pdf	1
5.	2026_SK_SMJ_022001902031_Lembar-Pengesahan.pdf	4
6.	2026_SK_SMJ_022001902031_Pernyataan-Orisinalitas.pdf	1
7.	2026_SK_SMJ_022001902031_Formulir-Persetujuan-Publikasi-Karya-Ilmiah.pdf	1
8.	2026_SK_SMJ_022001902031_Bab-1.pdf
9.	2026_SK_SMJ_022001902031_Bab-2.pdf
10.	2026_SK_SMJ_022001902031_Bab-3.pdf
11.	2026_SK_SMJ_022001902031_Bab-4.pdf
12.	2026_SK_SMJ_022001902031_Bab-5.pdf
13.	2026_SK_SMJ_022001902031_Daftar-Pustaka.pdf
14.	2026_SK_SMJ_022001902031_Lampiran.pdf

Abstrak
Abstract

P Penelitian ini bertujuan untuk mengkaji pengaruh service quality terhadap customer satisfaction dan customer loyalty dalam konteks perbankan di indonesia yaitu pada bank negara indonesia (bni) di jakarta barat. meskipun service quality secara luas diakui sebagai faktor kritis dalam membangun hubungan jangka panjang dengan pelanggan, penelitian yang mengeksplorasi konteks budaya di sektor ini masih terbatas. pendekatan kuantitatif digunakan dengan melakukan survei terhadap nasabah perbankan di indonesia, dan data dianalisis melalui structural equation modeling (sem). hasil penelitian menunjukkan bahwa service quality memiliki pengaruh positif dan signifikan terhadap customer satisfaction dan customer loyalty selain itu, jalur dari customer satisfaction ke loyalitas secara statistik signifikan. efek tidak langsung service quality terhadap customer loyalty melalui kepuasan juga signifikan yang menegaskan peran mediasi kepuasan. temuan ini menekankan pentingnya bagi lembaga keuangan untuk meningkatkan service quality , khususnya keandalan, responsivitas, dan kepatuhan, guna meningkatkan kepuasan dan loyalitas. (purnama et al., 2025).

T This study aims to examine the effect of service quality on customer satisfaction and customer loyalty in the banking context in indonesia, specifically at bank negara indonesia (bni) in west jakarta. although service quality is widely recognized as a critical factor in building long-term relationships with customers, research exploring the cultural context in this sector is still limited. a quantitative approach was used by conducting surveys among banking customers in indonesia, and the data were analyzed through structural equation modeling (sem). the results of the study indicate that service quality has a positive and significant effect on customer satisfaction and customer loyalty. furthermore, the path from customer satisfaction to loyalty is statistically significant. the indirect effect of service quality on customer loyalty through satisfaction is also significant, confirming the mediating role of satisfaction. these findings emphasize the importance for financial institutions to improve service quality , particularly reliability, responsiveness, and compliance, in order to enhance satisfaction and loyalty. (purnama et al., 2025).