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Putri Reno Kemala Sari
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Analisis Kualitas Pelayanan Dengan Kepuasan Nasabah Sebagai Variabel Intervening Terhadap Tingkat Loyalitas Nasabah Di PT. Pegadaian UPS Karang Bedil Dina Ayulia Putri Lestari; Ida Bagus Eka; Putri Reno Kemala sari
Kredibel: Jurnal Ilmiah Manajemen Vol. 4 No. 4 (2025): Vol. 4 No. 4 Agustus 2025
Publisher : Lembaga Pengembangan, Penelitian dan Pengabdian Kepada Masyarakat (LP3M) Sekolah Tinggi Ilmu Ekonomi AMM (STIE AMM) Mataram

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Abstract

This study aims to examine the quality of service with customer satisfaction as an intervening variable on the level of customer loyalty at PT. UPS Karang Bedil Pawnshop, Kediri District, West Lombok Regency. So that the research variables consist of one (1) independent variable, namely Service Quality (X), the intervening variable, namely Satisfaction (Z), and the dependent variable, namely Customer Loyalty (Y). The population of this study is people who have used and used services and products in PT. Pegadaian UPS Karang Bedil. The sample in this study uses no-probability sampling because the number of respondents is unknown. The samples taken were calculated using the Pau Leedy formula, the results obtained were 100 respondents. Data was obtained by distributing questionnaires to 100 customer respondents of PT. Pegadaian UPS Karang Bedil. Data was processed using SPSS 23. The results of this study indicate that service quality (X) and customer satisfaction (Z) have a positive and significant effect on customer loyalty, and customer satisfaction variable (Z) can mediate the effect of service quality (X) on customer loyalty (Y). ) at PT. Pegadaian UPS Karang Bedil. and The results of this study also show that the independent variable (Y) has a 61.6% influence on the Intervening Variable (Z), while the remaining 38.4% is explained by other variables. Then the results of this study also show that the independent variable (X) has a 77.8% influence on the Dependent Variable (Y), while the remaining 22.2% is explained by other variables that are not in the model.
Co-Authors Abdul Salam Abdurrahman Agus Wahyudi Ahady, Muhlisin Ananda, Nova Adhytia Andri Lis One Ardhani Anggita Diadara Aura Febriyanti Baiq Deria Ayuning Fatika Baiq Desthania Pratama Baiq Ertin Helmida Dina Ayulia Putri Lestari Dina Salsabilla Dwi Puspasari, Surya Dwi Septi Haryani Elvina Setiawati Eno Ayunda Ernawati Fauzi, Agus Khazin Fendy Maradita Fietroh, Muhammad Nur Fithrotudiniyah Galuh Ratna Mutia Hamdan Hamdan Hartini Hikmah I MADE SUARDANA I Nengah Arsana Ida Ayu Nursanty Ida Bagus Eka Ida Bagus Kediri Wibawa Putra Iluh Suprati Mira Sari Intan Ratu Servanda Servanda Komala, Rina Levia Tryana, Ayu Lukmanul Hakim M. Ahyat M. Wahyullah Mandasari, Jayanti Mariati Martadinata, Sudrajat Muhammad Alamsyah Muhammad Fady Ayyasy Muhlisin Ahady Mulyawan, Firman mutia, Galuh Ratna Nilam Andayani Lestari Nova Adhitya Ananda Nurfadliyah, Nurfadliyah Oktaviana Dinistri Radyum Ikono ROSYIA WARDANI Rusdi Satriawan Serli Oktapiani Sofiati Wardah Sopian Saori Sri Andriani Sri Andriani Sri Ratna Sari Syaiful Amri Syaiful Amri Ulfiyani Asdiansyuri Vivian Arni Yunita Wilyastuti Wilyastuti Wiwin Andriani Yandri Sudodo Yuliati, Ni Nyoman Zulkarnaen