Peran Kepuasan Memediasi Kualitas Pelayanan Dan Customer Relationship Management Terhadap Loyalitas Nasabah

Abstract

Penelitian ini bertujuan untuk mengetahui peran kepuasan dalam memediasi kualitas pelayanan dan customer relationship management terhadap loyalitas nasabah. Penelitian ini dilakukan pada BMT NU Jombang dengan populasi seluruh nasabah BMT NU Jombang dan sampel sebanyak 97 responden. Metode pengambilan sampel menggunakan proporsional random sampling. Pengumpulan data dilakukan dengan penyebaran kuesioner. Penelitian ini menggunakan pendekatan kuantitatif dan pengujian hipotesis menggunakan regresi linier berganda dengan bantuan software SPSS 25. Hasil penelitian menunjukkan variabel X yaitu kualitas pelayanan dan customer relationship management berpengaruh positif dan signifikan terhadap variabel (Z) kepuasan, variabel X kualitas pelayanan dan customer relationship management serta variabel Z kepuasan berpengaruh positif dan signifikan terhadap variabel (Y) loyalitas nasabah.

Effect of Emotional Intelligence and Organizational Commitment on Service Quality Mediated by Organizational Citizenship Behaviour

“…Service, based on the opinion of Moenir (2002) (Titisari, 2014), is an activity carried out to fulfill the interests of other parties according to their rights based on material factors with established procedures, systems, and methods. Quality is a trait or characteristic of an item or service that has an impact on providing satisfaction for customer needs (Aini & Safitri, 2022). Kasmir (2017) in (Sudana & Yesy Anggreni, 2021) define service quality as an act carried out by individuals and organizations to satisfy customers, leaders, and fellow employees.…”

Role of Satisfaction in Mediating Self-Service Technology (SST) on Customer Loyalty

“…This can trigger a sense of satisfaction felt by customers because when customers feel satisfied, it can have a good effect on the financial institution (Firmansyah et al, 2022). Maintaining customer satisfaction is important because it can grow loyalty from the customers themselves (Aini et al, 2022). Customer satisfaction and loyalty have an important influence on banking which can have a positive impact, such as customers will not hesitate to provide recommendations for products or services used to people around them and customers will not move to other financial institutions (Nurcahyo et al, 2022).…”

The Influence of Green Practices and Green Perceived Value on Green Loyalty through Green Satisfaction with Gender as a Moderating Variable

“…Customers are assets for companies that offer services, such as Sharia financial institutions (Aini & Safitri, 2022). Therefore, customer satisfaction needs to continue to be considered and maintained.…”