Pengaruh Kualitas Layanan Terhadap Loyalitas Dengan Kepuasan Sebagai Variabel Intervening Pada PT Sarana Lampung Ventura

Salsabila Nisirina, Aida Sari

Abstract


As many variances of bank and non-bank financial institutions makes the intensity of competition between financial institutions. In the midst of competition, it’s very important for companies to improve service quality to create satisfaction that can make customers loyal. This study purpose to determine the effect of service quality on loyality with satisfication as intervening variable on PT Sarana Lampung Ventura. This study uses a quantitive appoarch. The sample used was 100 with sampling purposive method. The analytical method used in this research uses Partial Least Square (PLS) by software SmartPLS 3.0. The result prove that service quality has a positive effect on satisfication, customer loyality has a positive effect on loyality, satisfication has a positive effect on loyality and service quality has a positive effect on loyality with satisfication as intervening variable.

 

Keywords : Service Quality, Loyality and Satisfication, PT Sarana Lampung Ventura


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Jurnal Ekonomi, Akuntansi dan Manajemen

Fakultas Ekonomi dan Bisnis, Universitas Kuningan

Jl. Tjut Nyak Dhien No 36 A Cijoho Kuningan,

Telp. 081291177788

E-mail: [email protected]

https://journal.uniku.ac.id/index.php/jeam