Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Dampaknya pada Loyalitas Nasabah PT. BPD Sultra Cabang Bau-Bau
DOI:
https://doi.org/10.30640/jumma45.v5i1.6055Keywords:
Customer Loyalty, Customer Satisfaction, Mediation Effect, Partial Least Squares, Service QualityAbstract
This study arises from the urgency to emphasize service quality as a determining factor in fostering both customer satisfaction and loyalty within the competitive banking sector. The research objectives include mapping and evaluating the influence of service quality on customer satisfaction, its impact on loyalty, and the role of satisfaction as a mediating variable at Bank Sultra Bau-Bau Branch. A quantitative approach was applied through a cross-sectional survey, with questionnaires distributed to respondents consisting of 95 selected customers determined using Slovin's formula from the branch's total population. The data were analyzed using Partial Least Squares (PLS) version 4.0 to examine the interactions among variables both directly and through mediation. The findings reveal that service quality exerts a positive and significant effect on customer satisfaction and loyalty, while customer satisfaction also significantly influences loyalty. Furthermore, satisfaction functions as a partial mediator in the relationship between service quality and loyalty, highlighting the necessity of continuously improving service quality to strengthen customer satisfaction and loyalty.
References
Barnes, J. G. (2001). Secrets of customer relationship management (A. Winardi, Trans.). Andi. (Original work published 2001)
Budiarno, B., Udayana, I. B. N., & Lukitaningsih, A. (2022). Pengaruh kualitas layanan, kualitas produk terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan. Equilibrium: Jurnal Penelitian Pendidikan dan Ekonomi, 19(2), 226–233. https://doi.org/10.25134/equi.v19i02.4531
Christopher, L., & Wright, L. K. (2007). Manajemen pemasaran jasa.
Ferdinand, A. (2014). Metode penelitian manajemen (5th ed.). Badan Penerbit Universitas Diponegoro.
Gaffar, V. (2007a). CRM dan MPR hotel (customer relationship management and marketing public relations). Alfabeta.
Gaffar, V. (2007b). CRM dan MPR hotel (customer relationship management and marketing public relations). Alfabeta.
Griffin, R. W., Phillips, J. M., & Gully, S. M. (2020). Organizational behavior: Managing people and organizations (13th ed.). Cengage.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Springer. https://doi.org/10.1007/978-3-030-80519-7
Hidayatullah, A. F., & Solekah, N. A. (2024). Pengaruh kualitas layanan mobile banking dan kepercayaan terhadap loyalitas nasabah dimediasi oleh kepuasan nasabah pada PT Bank Syariah Indonesia KCP Medan Pulo Brayan. Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (JEBMA), 4(3), 2155–2162. https://doi.org/10.47709/jebma.v4i3.4993
Kasmir. (2017). Manajemen perbankan. PT RajaGrafindo Persada.
Kotler, P., & Armstrong, G. (2008). Principles of marketing. Pearson/Prentice Hall.
Kotler, P., & Keller, K. L. (2016). Marketing management. Pearson.
Kotler, P., & Keller, K. L. (2019). Manajemen pemasaran (13th ed.).
Munari, L., Ielasi, F., & Bajetta, L. (2013). Customer satisfaction management in Italian banks. Qualitative Research in Financial Markets, 5(2), 139–160. https://doi.org/10.1108/QRFM-11-2011-0028
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(Special Issue), 33–44. https://doi.org/10.2307/1252099
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Puspitasari, D., & Fitriani, A. P. (2024). Pengaruh kualitas pelayanan, kepuasan dan customer relationship marketing terhadap loyalitas nasabah di Bank BMI KCP Ponorogo. Journal of Sharia Economics, 6(1), 202–225. https://doi.org/10.35896/jse.v6i1.746
Qorib, A. I. Z., Hakim, I., & Millatina, A. N. (2023). Kualitas pelayanan, citra bank dan kepuasan nasabah terhadap loyalitas nasabah pada Bank Syariah Indonesia (BSI) Kantor Cabang Dinoyo Malang. Journal of Islamic Economics Development and Innovation (JIEDI), 3(1), 22–33.
Syaiful, M., Hamzah, N., & Mahmud, A. (2024). Pengaruh kualitas layanan terhadap kepuasan dan loyalitas nasabah pada PT Bank Negara Indonesia (Persero) Tbk Unit Siwa Kabupaten Wajo. Tata Kelola, 11(2), 71–87. https://doi.org/10.52103/jtk.v11i2.153
Tjiptono, F. (2017). Strategi pemasaran (4th ed.). Andi Offset.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2013). Services marketing: Integrating customer focus across the firm. McGraw-Hill.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Jurnal Mahasiswa Manajemen dan Akuntansi
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
