Peran Kepuasan Nasabah sebagai Mediator Pengaruh Kualitas Pelayanan dan Customer Intimacy terhadap Loyalitas Nasabah Bank Jatim Cabang Gresik

Trika Yunita Kusumawati

JURNAL MANAJEMEN MOTIVASI
Vol 22 No 2 (2026): Jurnal Manajemen Motivasi

This study examines customer satisfaction as a mediator linking service quality and customer intimacy to loyalty at Bank Jatim Gresik Branch. A cross-sectional survey of 204 customers was analysed using confirmatory factor analysis and path analysis with 5,000 bootstrap resamples. Customer intimacy was positively associated with loyalty, whereas service quality showed no significant direct association. Reported indirect effects through satisfaction were 0.614 and 0.175 for service quality and customer intimacy, respectively. However, inadequate discriminant validity, severe multicollinearity, poor model fit, and unavailable indirect-effect confidence intervals render the findings provisional. Measurement refinement is necessary before drawing firm conclusions about mediation. Keywords: Service Quality; Customer Intimacy; Customer Satisfaction; Customer Loyalty; Mediation; Regional Development Bank