Hae, Mensen Mone (2026) PERAN KEPUASAN NASABAH MEMEDIASI PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN TERHADAP LOYALITAS NASABAH LPD TANJUNG BENOA. Masters thesis, Universitas Pendidikan Ganesha.
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Abstract
This study aims to analyze the role of customer satisfaction in mediating the effect of service quality and trust on customer loyalty at LPD Tanjung Benoa. The phenomenon of a declining number of customers and decreasing levels of customer satisfaction forms the basis of this research. Customer loyalty is an important factor for the sustainability of financial institutions; therefore, service quality and trust need to be improved in order to create sustainable customer satisfaction. This research uses a quantitative approach with an explanatory research design. The population in this study consists of all loan and deposit customers of LPD Tanjung Benoa, totaling 1,242 customers. The sampling technique used probability sampling with a simple random sampling method, resulting in a sample of 160 respondents. Data were collected through questionnaires using a Likert scale. The data analysis technique used Structural Equation Modeling based on Partial Least Square (PLS-SEM). The results show that service quality has a positive and significant effect on customer loyalty, trust has a positive and significant effect on customer loyalty, and customer satisfaction also has a positive and significant effect on customer loyalty. In addition, service quality and trust were also found to have a positive and significant effect on customer satisfaction. Customer satisfaction is able to mediate the effect of service quality on customer loyalty as well as mediate the effect of trust on customer loyalty at LPD Tanjung Benoa
| Item Type: | Thesis (Masters) |
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| Uncontrolled Keywords: | service quality, trust, customer satisfaction, customer loyalty |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions |
| Divisions: | Pascasarjana > Program Studi Ilmu Manajemen (S2) |
| Depositing User: | Mensen Mone Hae |
| Date Deposited: | 22 Jun 2026 06:26 |
| Last Modified: | 22 Jun 2026 06:26 |
| URI: | http://repo.undiksha.ac.id/id/eprint/29926 |
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