Analisis Kepuasan sebagai Variabel Mediasi pada Pengaruh Kualitas dan Ketersediaan Layanan terhadap Loyalitas Nasabah Bank Jatim Cabang Tuban

Imam Safii
Nurhidayah
Ronny Malavia Mardani

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

This study examines customer satisfaction as a mediator linking service quality and service availability to loyalty at Bank Jatim Tuban Branch. A cross-sectional survey of 260 purposively selected customers was analysed using PLS-SEM. Service quality and availability were positively and significantly associated with satisfaction and loyalty. Satisfaction had the largest direct coefficient for loyalty. Significant indirect effects through satisfaction were 0.205 for service quality and 0.173 for availability, consistent with complementary partial mediation. However, unavailable bootstrap confidence intervals warrant cautious interpretation. The findings support coordinated improvements in service delivery and access, while the design precludes causal conclusions. Keywords: Service Quality; Service Availability; Customer Satisfaction; Customer Loyalty; PLS-SEM (Partial Least Squares-Structural Equation Modeling)