Pengaruh Kualitas Pelayanan Terhadap Kepuasan Untuk Meningkatkan Loyalitas Nasabah

Village Credit Institutions are required to do various ways to win market competition and retain their customers through the quality of services provided, customer satisfaction and the level of customer loyalty. The purpose of this study was to determine the effect of service quality on customer loyalty directly or through the role of customer satisfaction at LPD Pakraman Presana Village in Karangasem. The number of samples in this study were 92 people. The data analysis technique used is Path Analysis and Sobel Test. Based on the results of the analysis, it was found that service quality has a positive and significant effect on customer satisfaction and loyalty, satisfaction has a positive and significant effect on customer loyalty, and satisfaction mediates the effect of service quality on customer loyalty