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All Journal Biota: Jurnal Ilmiah Ilmu-Ilmu Hayati Social, Humanities, and Educational Studies (SHEs): Conference Series Jurnal Ilmiah Edunomika (JIE) BERNAS: Jurnal Pengabdian Kepada Masyarakat Jurnal Ilmu Manajemen Retail Universitas Muhammadiyah Sukabumi (JIMAT UMMI) International Journal of Business, Law, and Education Journal Of Human And Education (JAHE) Journal of Innovation in Management, Accounting and Business Jurnal Manajemen, Akuntansi, Ekonomi Mutiara : Jurnal Ilmiah Multidisiplin Indonesia Involvement International Journal of Business Ecopreneur : Jurnal Ekonomi dan Bisnis Islam Ecobankers : Journal of Economy and Banking
Tarjono, Tarjono
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Journal : Jurnal Manajemen, Akuntansi, Ekonomi

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PERAN KEPUASAN LAYANAN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS NASABAH PADA PT PERMODALAN NASIONAL MADANI CABANG SUKABUMI Tarjono, Tarjono; Supendi, Supendi
Jurnal Manajemen, Akuntansi, Ekonomi Vol. 3 No. 1 (2024): Jurnal Manajemen, Akuntansi, Ekonomi
Publisher : CV. Era Digital Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59066/jmae.v3i1.632

Abstract

This study aims to determine how service quality affects loyalty through ULaMM Regular customer satisfaction at PT Permodalan Nasional Madani Sukabumi Branch. The data collection method used involved distributing questionnaires through an online platform from a sample of 112 respondents. The statistical analysis used in this research is path analysis through Structural Equation Modeling (SEM) based on SmartPLS. The results showed that there is an effect of service quality on loyalty through customer satisfaction and customer satisfaction can mediate the effect of service quality on loyalty. The better the service quality, the higher the customer loyalty.
Co-Authors Amin, Nur Muhammad Faiz Anak Agung Istri Sri Wiadnyani Anggraini, Asterina Atiqah, Raden Roro Dapiah, Dapiah Dwi Pasca, Yelsha Edirianto, Sunardi Eva Desembrianita Fauziyyah, Nur Hendrawan, Yadi Herawati Herawati Heru Cahyono Mardiansyah, Agung Masoud Ghorbanhosseini Maulana, Ikbal Noraga, Gilang Bhirawa Paturohman, Paturohman Prita, Laras Putra, Wira Pramana Rabani, Burhanudin Rianto, Toha Siska, Emi Yulia Sri Mulyono Sukarnoto, Toto Sumardi . Sumarno . Supendi, Supendi Supriyanto, Wawan Ujang Permana, Ujang Utami, Eva Yuniarti