Pengaruh Kualitas Pelayanan terhadap Loyalitas Nasabah yang Dimediasi Word Of Mouth

The purpose of this study was to find out the impact of service quality from word-of-mouth mediated loyalty on LPD banjarsayan Indigenous Village. In this study, the population of LPD Banjarsayan Indigenous Village was 4,957 in 2019. The non-stochastic sampling method used in the study sampled 98 defendants for accidental sampling. The analytical techniques used include instrument testing, reliability testing, classical hypothesis testing, path analysis testing and Sobel analysis. The results showed that the quality of service at LPD Desa Adat Banjarsayan had a significant effect on customer loyalty. The quality of service has a positive and significant effect on WOM LPD Banjarsayan Indigenous Village. WOM has a positive and significant effect on the loyalty of LPD customers of Banjarsayan Customary Village LPD. WOM can coordinate the relationship between the quality of service in banjarsayan traditional village with lpd customer loyalty