Wahono, Cindya Carolynne Trivena (2026) Pengaruh Kepuasan Nasabah sebagai Mediator Strategis antara Kualitas Layanan, Kepercayaan, dan Citra BPR terhadap Loyalitas: Studi Empiris pada BPR Surasari Hutama. Undergraduate thesis, Universitas Hayam Wuruk Perbanas.
![[img]](http://eprints.perbanas.ac.id/style/images/fileicons/text.png) |
Text
ARTIKEL ILMIAH.pdf Restricted to Registered users only Download (479kB) | Request a copy |
|
|
Text
COVER.pdf Restricted to Registered users only Download (593kB) | Request a copy |
|
|
Text
BAB I.pdf Download (620kB) | Preview |
|
|
Text
BAB II.pdf Download (769kB) | Preview |
|
|
Text
BAB III.pdf Restricted to Registered users only Download (777kB) | Request a copy |
|
|
Text
BAB IV.pdf Restricted to Registered users only Download (453kB) | Request a copy |
|
|
Text
BAB V.pdf Download (738kB) | Preview |
|
|
Text
LAMPIRAN.pdf Restricted to Registered users only Download (1MB) | Request a copy |
Abstract
This study aims to analyze the effects of service quality, trust, and BPR image on customer satisfaction and customer loyalty, as well as to examine the role of customer satisfaction as a mediating variable at BPR Surasari Hutama. This study employed a quantitative approach, with data collected through questionnaires distributed to 152 customers of BPR Surasari Hutama. The data were analyzed using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method with the assistance of SmartPLS software. The analysis included the evaluation of the measurement model, structural model, and hypothesis testing. The results show that service quality, trust, and BPR image have a positive and significant effect on customer satisfaction. BPR image also has a positive and significant effect on customer loyalty. Meanwhile, service quality, trust, and customer satisfaction do not have a significant effect on customer loyalty. The mediation analysis indicates that customer satisfaction does not mediate the effects of service quality, trust, and BPR image on customer loyalty. These findings indicate that service quality, trust, and BPR image play important roles in increasing customer satisfaction, while BPR image contributes to customer loyalty through a direct effect. Therefore, strengthening the BPR's image is important in efforts to enhance customer loyalty.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | CINDYA CAROLYNNE TRIVENA WAHONO |
| Date Deposited: | 26 Oct 2026 02:00 |
| Last Modified: | 26 Oct 2026 02:00 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/14549 |
Actions (login required)
 |
View Item |