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All Journal Journal of Tropical Soils JURNAL ILMU PERTANIAN Manajemen Bisnis Kompetensi Planta Tropika Jurnal Ilmiah Universitas Batanghari Jambi Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) Agrin : Jurnal Penelitian Pertanian Dinamika Journal : Pengabdian Masyarakat Community Engagement and Emergence Journal (CEEJ) Enrichment : Journal of Management Jurnal Pengabdian kepada Masyarakat Nusantara International Journal Of Science, Technology & Management (IJSTM) Jurnal Cahaya Mandalika Jurnal ABDIMAS (Pengabdian kepada Masyarakat) UBJ International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Journal of Social And Economics Research Innovative: Journal Of Social Science Research Jurnal Penelitian dan Pengabdian Masyarakat Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi Maneggio Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi Journal of Multidisciplinary Academic and Practice Studies
Saparso Saparso
Program studi Agroteknologi, Fakultas Pertanian, Universitas Jenderal Soedirman, Purwokerto
Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Public Health Social Sciences Transportation Other

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The Effect Of Service Quality And Price On Satisfaction Mediated By Priority Customer Purchasing Decisions At Permata Bank Jewel South Jakarta Branch Setiawan, Monica Audina; Winoto, Herry; Saparso, Saparso
Maneggio Vol. 1 No. 3 (2024): Maneggio-Juni
Publisher : PT. Anagata Sembagi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62872/81rjba41

Abstract

This study investigates the influence of service quality, price, and purchasing decisions on customer satisfaction. The findings indicate that service quality positively impacts customer satisfaction, with improvements in service quality leading to higher customer satisfaction. Similarly, price has a positive effect on customer satisfaction, where appropriate pricing strategies enhance customer satisfaction. Additionally, purchasing decisions are shown to positively influence customer satisfaction, suggesting that effective purchasing decisions increase customer satisfaction. The research further reveals that service quality positively affects purchasing decisions, indicating that better service quality encourages favorable purchasing decisions. Price also demonstrates a positive effect on customer satisfaction, reinforcing the importance of strategic pricing. Moreover, the study highlights the mediating role of purchasing decisions in the relationship between service quality and customer satisfaction, as well as between price and customer satisfaction. In summary, the study concludes that enhancing service quality and adopting strategic pricing can significantly improve customer satisfaction, with purchasing decisions serving as a key mediating factor in these relationships.
KEPUASAN DAN KEPERCAYAAN MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PASIEN PUSKESMAS GIRIJAYA KABUPATEN SUKABUMI Aqmarina, Aqmarina; Saparso, Saparso; Tecoalu, Melitina
Journal of Economic, Bussines and Accounting (COSTING) Vol 7 No 6 (2024): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i6.13550

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan terhadap loyalitas pasien dengan mempertimbangkan peran kepuasan dan kepercayaan sebagai variabel mediasi di Puskesmas Girijaya, Kabupaten Sukabumi. Penelitian ini menggunakan metode kuantitatif dengan pendekatan cross-sectional. Data dikumpulkan melalui kuesioner yang melibatkan 109 responden, yang dianalisis menggunakan metode Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa kualitas pelayanan memiliki pengaruh positif dansignifikan terhadap kepuasan pasien, kepercayaan pasien, dan loyalitas pasien. Selain itu, kepuasan dan kepercayaan pasien terbukti memediasi hubungan antara kualitas pelayanan dan loyalitas pasien. Elemen-elemen seperti tangible, reliability, responsiveness, assurance, dan empathy memainkan peran penting dalam menciptakan pengalaman pelayanan yang memuaskan dan meningkatkan kepercayaan serta loyalitas pasien.Kesimpulan penelitian ini menekankan pentingnya peningkatan kualitas pelayanan di Puskesmas Girijaya untuk meningkatkan kepuasan, kepercayaan, dan loyalitas pasien. Penelitian ini memberikan rekomendasi praktis bagi pengelola Puskesmas dalam merancang strategi pelayananyang lebih efektif dan berorientasi pada kebutuhan pasien.
Dynamics of Soil Moisture under Different Water Levels and Various Dosages of Organic Fertilizer Nur, Subandi; Suwarto, Suwarto; Saparso, Saparso; Djatmiko, Heru Adi
JOURNAL OF TROPICAL SOILS Vol. 25 No. 3: September 2020
Publisher : UNIVERSITY OF LAMPUNG

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5400/jts.2020.v25i3.157-164

Abstract

The study aimed to determine the dynamics of soil moisture in various standing water levels and dosages of organic fertilizer. The experiment was arranged in a Completely Randomized Block Design (CRBD) with a 3 × 3 factorial treatment in 3 replicates. The first factor was 3 different water levels, namely 10 cm (T1), 20 cm (T2), and 30 cm (T3). The second factor was 3 levels of dosages of organic fertilizer, namely 0 g pot-1(P1), 35 g pot-1 (P2), and 70 g pot-1 (P3). The highest of soil moisture was obtained in the 10 cm water levels and 70 g organic fertilizer (T1P3) and the lowest in the 30 cm water levels and without organic fertilizer (T3P1). The highest infiltration rate was obtained in the 30 cm water levels and 70 g pot-1 organic fertilizer (T3P3), the 30 cm water levels and 35 g pot-1 organic fertilizer (T3P2), the 20 cm water levels and 70 g pot-1 organic fertilizer (T2P3), and the lowest in the combination of the 10 cm water levels and without organic fertilizer (T1P1). The highest capillary rate was obtained in the combination of the 30 cm water levels and 70 g organic fertilizer (T3P3) and the lowest in the combination of the 30 cm water levels and without organic fertilizer (T3P1).
Karakterisasi berbagai Jenis Bahan Lapisan Kedap, Ketebalan dan Nisbah Bentonit dengan Pasir: Konsep Dasar Pengelolaan Lahan Pasir Pantai Saparso, Saparso; Tohari, Tohari; Shiddieq, Dja’far; Setiadi, Bambang
JOURNAL OF TROPICAL SOILS Vol. 14 No. 2: May 2009
Publisher : UNIVERSITY OF LAMPUNG

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5400/jts.2009.v14i2.167-176

Abstract

Characterization of Various Kinds, Thickness and Bentonite Sand Ratio as Hardplain Materials: a Basic Concept for Coastal Sandy Land Management (Saparso, Tohari, D. Shiddieq, and B. Setiadi): Coastal sandy land development  faces  the sand characteristics, the lower holding water capacity and the larger nutrient leaching due to heavier rainfall in the tropics, soil porosity  and without soil layering so it need alternative technology  for  more efficient  harvesting water resources in  supporting  the crop growing. The  laboratory research studied the characteristic of various kind, thickness and ratio of hardplain material was carried out at Laboratory of Agronomy of UNSOED,  Soil Mechanic of GMU.  the SEM and X-RD of  Lemigas Jakarta. Permeability determination by Falling Head which is appropriate measurment  was not significantly different with ELE28-290 permeameter. Permeability of Kokap clay soil and  Nanggulan bentonite were larger than the  rainfall intensity in coastal sandy land.  The Sentolo Vertisol content 68% calcium smectite had permeability 3,7 mm.day-1.  Bentonite permeability were not significantly different due to more than 80% clay mineral composition. Therefore the permeability of natrium bentonite like as  BPIB and  BLUB namely  1.4 x 10-2 and 10-2  mm day-1 were lower than the calcium bentonite like as RMBL and BLBK  permeability namely  4.3 x 10-2  and  2.43 x 10-2 mm day-1. Permeability of 0.5 cm thickness bentonite was not  significantly different than 1.0 dan 1.5 cm thickness and those had very low permeability. Bentonite sand mixture 15 and 20 percent produced bentonite sand agregate  that  had  mesopores by which allowing the drainage and available soil water so that those had water permeability 13.7 dan  10.3 mm day-1 respectively.  The mixture 30-100%  had not significantly different permeability namely 7.3 x 10-2  up to 1.4 10-2 mm day-1. The combination of tickness and the low ratio of  bentonite sand mixutre need to be determined to produce favourable environment in supporting  the plant growth.
Efek Mediasi Kepercayaan Pasien pada Pengaruh Kualitas Layanan dan Kepuasan Pasien Terhadap Loyalitas Pasien (Studi Penelitian di RSUD Ryacudu Kotabumi Kabupaten Lampung Utara) Ginting, Imbri Fernando; Saparso, Saparso; Wahyoedi, Soegeng
Community Engagement and Emergence Journal (CEEJ) Vol. 6 No. 4 (2025): Community Engagement & Emergence Journal (CEEJ)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ceej.v6i4.8799

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan terhadap kepercayaan, kepuasan, dan loyalitas pasien di RSUD Ryacudu Kotabumi, serta mengevaluasi peran mediasi kepercayaan pasien terhadap hubungan kualitas layanan dengan kepuasan dan loyalitas pasien. Penelitian menggunakan pendekatan kuantitatif dengan metode survei, melibatkan responden yang merupakan pasien RSUD Ryacudu Kotabumi. Data dianalisis menggunakan model analisis jalur untuk menguji hubungan antar variabel. Hasil penelitian menunjukkan bahwa kualitas layanan memiliki pengaruh signifikan terhadap kepercayaan pasien, yang pada gilirannya memengaruhi tingkat kepuasan dan loyalitas pasien. Selain itu, kualitas layanan juga secara langsung berpengaruh terhadap kepuasan dan loyalitas pasien. Analisis lebih lanjut mengungkapkan bahwa kepercayaan pasien berperan sebagai mediator yang signifikan dalam hubungan antara kualitas layanan dengan kepuasan pasien, serta kualitas layanan dengan loyalitas pasien. Temuan ini mengindikasikan bahwa peningkatan kualitas layanan tidak hanya memperkuat kepercayaan pasien tetapi juga secara tidak langsung meningkatkan kepuasan dan loyalitas pasien melalui penguatan kepercayaan tersebut. Penelitian ini menyimpulkan bahwa kepercayaan pasien memegang peranan penting dalam memperkuat hubungan antara kualitas layanan dengan kepuasan dan loyalitas pasien. Oleh karena itu, direkomendasikan agar RSUD Ryacudu Kotabumi terus meningkatkan kualitas layanan dengan fokus pada aspek yang dapat meningkatkan kepercayaan pasien, seperti profesionalisme tenaga medis, kecepatan layanan, dan keramahan petugas. Dengan demikian, rumah sakit dapat menciptakan pengalaman yang memuaskan bagi pasien sekaligus membangun loyalitas jangka panjang.
The influence of e-service quality, e-trust, on e-loyalty QRIS BCA with mediation by e-satisfaction (study on QRIS BCA users in Jakarta) Lorenza, Bella; Saparso, Saparso
Journal of Multidisciplinary Academic and Practice Studies Vol. 3 No. 1 (2025): February
Publisher : Goodwood Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35912/jomaps.v3i1.2921

Abstract

This study investigates the influence of E-Service Quality and E-Trust on E-Loyalty, with E-Satisfaction as a mediating variable, in the context of BCA QRIS users in Jakarta. The research is motivated by the growing trend of digital payments, especially QRIS-based transactions, which have shown significant growth in volume according to ASPI Indonesia. Methodology/approach: A quantitative approach was employed using primary data collected via an online questionnaire distributed through Google Forms. The study involved 113 active BCA QRIS users selected through purposive sampling. Data were analyzed using the Structural Equation Modeling (SEM) method with SmartPLS 4.0 software. The measurement scale used was a 5-point Likert scale. Results/findings: The results revealed that: (1) E-Service Quality has a positive but not significant effect on E-Loyalty; (2) E-Trust does not significantly influence E-Loyalty; (3) E-Service Quality has a positive but not significant impact on E-Satisfaction; (4) E-Trust positively and significantly influences E-Satisfaction; (5) E-Satisfaction significantly affects E-Loyalty; (6) E-Service Quality does not affect E-Loyalty through E-Satisfaction; (7) E-Trust positively affects E-Loyalty through E-Satisfaction. Conclusions: E-Satisfaction plays a crucial mediating role between E-Trust and E-Loyalty. However, E-Service Quality does not significantly influence E-Loyalty, either directly or indirectly. Limitations: The study is limited to a specific geographical area (Jakarta) and a relatively small sample size. Data collection was conducted online, which may introduce response bias. Contribution: This research contributes to the literature on digital payment behavior and provides managerial implications for enhancing user trust and satisfaction to foster loyalty.
APLIKASI PUPUK KALIUM CAIR PLUS UNTUK MENINGKATKAN KUALITAS BAWANG MERAH DI ADIPALA, CILACAP Syarifah, Kharirotus; Faozi, Khavid; Rostaman, Rostaman; Saparso, Saparso
Agrin Vol 27, No 2 (2023): Agrin
Publisher : Jenderal Soedirman University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20884/1.agrin.2023.27.2.770

Abstract

One of the important factors influencing crop production is nutrition, which depends on soil fertility and fertilizer application. Nutrition will affect the weight loss of shallots. Shallots can loss weight loss of 25-40% during drying and 17% during storage. One of the nutrients that affect weight loss is potassium. Potassium is an element that plays an important role for plants in the process of photosynthesis, energy storage, protein synthesis, translocation of photosynthetic products. Potassium also plays a role in protecting the osmotic potential of plants in regulating the closing and opening of stomata so that plants can maintain water conditions which will have a good impact on photosynthesis and the flow of assimilate from leaves to plant parts. This study aimed to determine the effect of liquid potassium fertilizer plus application on the quality of shallots. The research was conducted in Adipala, Cilacap which has a height of 10 m above sea level and a temperature ranging from 23-30o C. The land area used is 50 m2. The study was conducted from June 2021 to September 2021. This study used a non-factorial randomized block design with four treatments, namely (1) 0 ml/plot, (2) 1 ml/plot, (3) 1.5 ml/plot, and (4) 2 ml/plot with ten replications. Data were analised using Anova and than follow DMRT at error 0,5%. The variables observed were: plant height, number of leaves, number of bulb, total fresh weight, total dry weight of askip, bulb diameter, bulb hardness and crop yield/plot. The results showed that the application of liquid potassium fertilizer plus had no significant effect on plant height, number of leaves, number of bulb, total fresh weight, total dry weight of askip, blub diameter, and crop yield/plot, but significantly affected the hardness of shallot bulbs.
PENGARUH BERBAGAI CAHAYA DALAM SUNGKUP MIKA DAN MACAM NUTRISI TERHADAP PERTUMBUHAN DAN HASIL KANGKUNG (Ipomoea reptans) SECARA HIDROPONIK RAKIT APUNG Randi, Mohammad Jusuf; Saparso, Saparso; Ismangil, Ismangil
Agrin Vol 19, No 2 (2015): Agrin
Publisher : Jenderal Soedirman University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20884/1.agrin.2015.19.2.242

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh jenis larutan nutrien terhadap pertumbuhan dan hasilkangkung dan mengetahui pengaruh cahaya yang dibangkitkan oleh warna sungkup terhadap pertumbuhan danhasil kangkung. Metode analisis menggunakan Rancangan Acak Kelompok Lengkap (RAKL). Perlakuan yangdicoba yaitu gabungan antara jenis larutan nutrien dan warna sungkup. Jenis larutan nutrien terdiri atas larutanAB Mix (N1), larutan fermentasi kotoran ayam disebut larutan koyam (N2) dan larutan air kolam ikan lele disebutlarutan AL (N3). Cahaya yang dibangkitkan oleh warna sungkup terdiri atas 3 macam, yaitu cahaya sungkup mikamerah (S1), cahaya sungkup mika biru (S2), dan cahaya sungkup mika bening (S3). Gabungan antara 3 jenis larutannutrien dan 3 cahaya sungkup diperoleh 9 perlakuan dengan 3 kali ulangan. Data hasil pengamatan dianalisiskeragamannya menggunakan uji F dan apabila terdapat keragaman antar perlakuan dilanjutkan dengan uji Duncanpada taraf kesalahan 5%. Intensitas cahaya tertinggi pada sungkup bening pukul 12.00 WIB sebesar 4.14 μmol/m-2/s-1. Hasil penelitian menunjukkan bahwa larutan nutrien koyam meningkatkan hasil sehingga memberikanpengaruh yang sama dengan larutan AB mix pada variabel tinggi tanaman sebesar 453 cm, jumlah daun 10.4 helai,bobot akar kering 0.71 g, rasio tajuk akar 10.98, bobot tajuk segar 34.1 g, bobot tajuk kering 2.74 g, bobot tanamansegar 37.23 g, bobot tanaman kering 3.46 g, indeks panen 0.909. Cahaya dari sungkup biru meningkatkan hasilsehingga memberikan respon dan pengaruh yang sama baiknya dengan warna sungkup bening pada variabeljumlah daun sebesar 10.4 helai, volume akar 4.7 ml, bobot akar segar 3.52 g, bobot akar kering 0.62 g, bobot tajuksegar 34.32 g, bobot tajuk kering 2.84 g, bobot tanaman segar 37.84 g, bobot tanaman kering 3.47 g.Kata kunci: cahaya , nutrisi, hidroponik rakit apung, kangkungABSTRACTThis research aims to determine the effect of the types of solution nutrient solution on growth and yield ofkangkung and determine the effect of the color of light generated by the lid on the growth and yield of kangkung.The method of analysis using Randomized Completelly Block Design (RCBD) with three replications. Treatmentwas attempted that is a combination of the type of nutrient solution and lid color. Type of nutrient solutionconsisted of a solution of AB Mix (N1), chicken manure fermentation solution is called solution koyam (N2) andwater solution called catfish ponds AL solution (N3). The light generated by the color of the hood consists of threekinds of light red mica shield (S1), light blue mica shield (S2), and the light lid transparent mica (S3). Thecombination of 3 types of nutrient solutions and 3 light hoods obtained 9 treatments with 3 replications. The datawere analyzed using the F test variability and if there is diversity among treatments followed by Duncan's test at5% error level. The results showed that the nutrient solution koyam improve outcomes so as to provide the sameeffect with a solution of AB mix in variable plant height of 45.3 cm, the number of leaf blade 10.4, weights of 0.71g of dried root, root crown ratio of 10.98, canopy fresh weight of 34.1 g, canopy dry weight of 2.74 g, plant freshweight of 37.23 g, a weight of 3.46 g of dried plants, harvest index of 0.909. The light from the blue lid improvesthe results so as to provide a response and effect as well as the color of the clear lid on a variable number of leavesat 10.4 strands, volume of 4.7 ml root, fresh root weight of 3.52 g, dried root weight of 0.62 g, 34.32 g fresh weightof the canopy, canopy dry weight of 2.84 g, a weight of 37.84 g of fresh plants, plant dry weight of 3.47 g.Key words: light, nutrients, hydroponic floating raft, kangkung
RESPON MORFO-FISIOLOGI TANAMAN BAWANG MERAH PADA VARIASI KEDALAMAN PARIT, DOSIS PUPUK ORGANIK DAN FREKUENSI PENYIRAMAN Nur, Subandi; Saparso, Saparso; Susanto, Niken Hapsari Arimurti
Agrin Vol 26, No 1 (2022): Agrin
Publisher : Jenderal Soedirman University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20884/1.agrin.2022.26.1.552

Abstract

Teknik budidaya bawang merah yang umum dilakukan oleh petani di Kabupaten Brebes dan sekitarnya antara lain dalam pembuatan parit antar bedengan dengan lebar parit 50 cm. dan kedalaman parit 60 – 70 cm. Dengan kedalaman parit 60 – 70 cm., maka petani harus mengeluarkan biaya pengolahan tanah yang relatif besar dan membutuhkan waktu yang relatif lebih lama. Salah satu cara untuk memperbaiki kualitas tanah adalah dengan pupuk organik, sehingga dapat menyebabkan tanaman tumbuh dengan baik. Tujuan penelitian yang akan dicapai adalah : Mengetahui respon morfo-fisiologi tanaman bawang merah pada perlakuan variasi kedalaman parit, dosis pupuk organik dan frekuensi penyiraman serta mengetahui adanya interaksi antara variasi kedalaman parit dan frekuensi penyiraman yang diujikan dilihat dari variabel pertumbuhan dan hasil bawang merah. Penelitian dilakukan di Desa Pulosari Kecamatan Brebes Kabupaten Brebes selama tiga bulan (April sampai dengan Juni 2020). Penelitian dilakukan dengan menggunakan Rancangan Petak Terbagi (Split Split Plot Dsign) dengan rancangan dasar RAKL dan diulang 3 (tiga) kali. Faktor yang dicoba adalah : 1. Petak Utama : Kedalaman Parit (P) : P1 = 30 cm., P2 =50 cm. dan P3 = 70 cm. 2. Anak Petak : Pupuk Organik (O) : O1= 0 ton/ha, O2 = 17,5 ton/ha dan O3 = 35 ton/ha. Anak-anak Petak : Frekuensi Penyiraman (F) : F1 : 1 kali sehari dan F2 : 2 kali sehari.   Data yang diperoleh dianalisa dengan menggunakan analisis sidik ragam pada taraf kesalahan 5 %, apabila terjadi perbedaan nyata dilanjutkan dengan Uji Beda Nyata Terkecil (BNT) taraf 5 %. Hasil penelitian menunjukkan : Kadar lengas tanah tertinggi pada interaksi perlakuan kedalaman parit 70 cm, pupuk organik 35 ton/ha dan frekuensi penyiraman dua kali sehari (P3O3F2) (38,55 mm.10 cm-1).         Kata Kunci: Bawang merah, Kedalaman parit, Pupuk organik, Frekuensi penyiraman, morfo-fisiologi.
The influence of service quality on customer loyalty mediated by customer satisfaction (Study at PT WOM Finance Medan Branch 1) Wahyudin, Arif; Saparso, Saparso
Enrichment : Journal of Management Vol. 15 No. 4 (2025): October: Management Science And Field
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/enrichment.v15i4.2368

Abstract

This research examines the influence of service quality and customer satisfaction on customer loyalty at PT. WOM Finance Medan 1, with customer satisfaction positioned as a mediating variable. The study is motivated by the company’s ongoing challenge to maintain customer retention amidst increasingly competitive conditions in the financing industry. Employing a quantitative research design, data were collected through a survey of 85 respondents and analyzed using Structural Equation Modeling (SEM) with the Partial Least Squares (PLS) approach via SmartPLS version 4. The results reveal that: (1) service quality has a significant positive effect on customer loyalty (t-statistic = 2.780, p-value = 0.005); (2) customer satisfaction significantly influences customer loyalty (t-statistic = 4.757, p-value = 0.000); (3) service quality exerts a significant positive impact on customer satisfaction (t-statistic = 15.443, p-value = 0.000); and (4) service quality, when mediated by customer satisfaction, does not significantly affect customer loyalty (t-statistic = 1.702, p-value = 0.089). These findings underscore the critical role of consistently enhancing service quality as a strategic driver of customer satisfaction and loyalty. The study offers practical insights for PT. WOM Finance and similar financial institutions in developing effective service improvement strategies to strengthen long-term customer relationships and competitive advantage. For PT. WOM Finance Tangerang Branch, the results of this study indicate the need to focus on improving aspects of service quality that directly affect customer loyalty. Based on the research results, PT. WOM Finance Tangerang Branch needs to prioritize improving service quality because it has been proven to have a significant influence on customer loyalty, both directly and through customer satisfaction. Improving service quality can be done by providing consistent, friendly, and responsive service to build long-term relationships with customers.
Co-Authors Amelinda, Rita Angela, Margaret Caroline Anggita, Riris Aqmarina, Aqmarina Ari Handriatni Arief Sudarmaji, Arief Bambang Setiadi Bambang Siswanto Budi Haryono C. Tarumingkeng, Rudy Dewi Hanna Sri Wahyuli Siahaan Dwi Murwani, Elika Dwi Muwarni, Elika Febriansyah, Juan Ponce Enrile Feliciana, Feliciana Ginting, Imbri Fernando Gunardi , Wani Devita Heri Ariadi Heru Adi Djatmiko Hery Winoto TJ Hidayati, Wilujeng Ismangil, Ismangil Istiqomah, Sarah Nabila Ita Christine Mergiwati Junaedi, Mahbub Khavid Faozi Khavid Faozi Lizardo, Jimmy Lorenza, Bella Melitina Tecoalu Musthafa, M. Bachtiar Nur, Subandi Pasaribu, Monica Widya Priswanto Priswanto, Priswanto Purnama, Eka Dest purnando, Hengki Rafsanzani, Mahdy Ardy Randi, Mohammad Jusuf Rif'an, Muhamamad Rif'an, Muhammad Rini Putri Utami Riruma, Olfien Rostaman Rutan Gunawan, Toto Sajuri, Sajuri Samego, Bony Sarah Prasasti Septiana, Diana K Setiawan, Monica Audina Sevirasari, Nindy Shiddieq, Dja’far Siswanto, David Jefry Soegeng Wahyoedi Sormin, Maduma Stefanie, Nadia Cecilia Sucipto, Peni Sudarmaji, A. Susanto, Niken Hapsari Arimurti Suwarto Suwarto Syarifah, Kharirotus Tamam, Ibnu Tarigan, Krisnawati Tarumingkeng, Rudy C Taufiq, Ibnu Jafar Teecoalu, Melitina Tohari Tohari Vilomina Rosalia De’vega Renwarin Wahyudin, Arif Widjaja, Daniel Wijaya, Endri Winoto, Herry