PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS DENGAN KEPUASAN SEBAGAI VARIABEL MEDIASI PADA NASABAH BANK SYARIAH MANDIRI
Abstract
This study aims to analyze influence of service quality toward loyalty with satisfaction as mediation variabel in customers of Bank Syariah Mandiri Kas UMY. The subject in this study is customers of Bank Syariah Mandiri Kas UMY. This study used a sample of 100 accordance with the sampling technique by purposive sampling. Analyzer used simple linear regression and multiple linear regression. First before performing data analysis is done by instrument quality test by covering validity test and reliability test.
Based on the data analysis that has been done, it is found that service quality have positive and significant influence to loyalty, satisfaction have positive and significant influence to loyalty, and satisfaction mediate positively and significant influence between service quality to loyalty.