Electronic Theses and Dissertation

Abstrak penelitian dilakukan untuk melihat pengaruh kualitas layanan terhadap loyalitas nasabah dimediasi oleh kepuasan nasabah pada pt. bank aceh syariah kota banda aceh. sampel yang diambil pada penelitian ini adalah nasabah bank aceh syari’ah kota banda aceh sebanyak 300 nasabah. data yang dikumpulkan pada penelitian ini menggunakan kuesioner. teknik pengambilan sampel yang digunakan dalam penelitian ini nonprobability sampling. metode analisis untuk mengetahui pengaruh dari semua variabel yang terlibat menggunakan pls. berdasarkan hasil penelitian, menunjukkan bahwa variabel kualitas layanan berpengaruh terhadap kepuasan nasabah, variabel kualitas layanan berpengaruh terhadap loyalitas nasabah, variabel keamanan berpengaruh terhadap kepuasan nasabah, variabel keamanan berpengaruh terhadap loyalitas nasabah, variabel kualitas layanan berpengaruh terhadap loyalitas nasabah yang dimediasi oleh kepuasan nasabah, variabel keamanan berpengaruh terhadap loyalitas nasabah yang dimediasi oleh kepuasan nasabah, dan variabel kepuasan nasabah berpengaruh terhadap loyalitas nasabah. kata kunci: kualitas layanan, keamanan, kepuasan nasabah dan loyalitas nasabah

ABSTRACT This study aims to measure the effect of service quality and security on customer satisfaction and customer loyalty at Bank Aceh Syariah of Banda Aceh city (BAS Banda Aceh). Data were collected through questionnaires distributed to BAS Banda Aceh as many as 300 people. The sampling technique applied was nonprobability sampling. This study used PLS to test the research model. The results reveal the Servqual, security, satisfaction, and loyalty in BAS Banda Aceh are in good achievement, Servqual affects satisfaction, Security affects satisfaction, Servqual affects loyalty, Security affects loyalty, Satisfaction affects loyalty, Servqual affects loyalty mediated by satisfaction, and Security affects loyalty mediated by satisfaction. The satisfaction in the model also has been proven as a partial mediator. These findings also prove that the model for increasing customer loyalty at BAS Banda Aceh is a function of improving service quality, security, and customer satisfaction. Academically this tested model can be further developed with further research by adding other variables. Keywords: Service Quality, Security, Customer Satisfaction, and Customer Loyalty