Electronic Theses and Dissertation

Penelitian ini bertujuan untuk menganalisis pengaruh perceived value dan service quality terhadap customer loyalty dengan corporate image sebagai variabel mediasi pada nasabah bank aceh syariah. penelitian ini menggunakan pendekatan kuantitatif dengan metode pls-sem melalui bantuan aplikasi smartpls. data dikumpulkan melalui penyebaran kuesioner kepada nasabah yang menjadi responden penelitian. hasil penelitian menunjukkan bahwa perceived value dan service quality berpengaruh positif dan signifikan terhadap customer loyalty. selain itu, perceived value dan service quality juga berpengaruh signifikan terhadap corporate image. corporate image terbukti memiliki pengaruh positif dan signifikan terhadap customer loyalty, serta mampu memediasi pengaruh perceived value dan service quality terhadap customer loyalty secara signifikan. hal ini menunjukkan bahwa peningkatan nilai yang dirasakan nasabah dan kualitas pelayanan dapat memperkuat citra perusahaan yang pada akhirnya meningkatkan loyalitas nasabah. kata kunci: perceived value, service quality, corporate image, customer loyalty,pls-se

This study aims to analyze the effect of perceived value and service quality on customer loyalty with corporate image as a mediating variable among customers of Bank Aceh Syariah. This research uses a quantitative approach with the PLS-SEM method assisted by SmartPLS software. Data were collected through the distribution of questionnaires to customers who served as research respondents. The results show that perceived value and service quality have a positive and significant effect on customer loyalty. In addition, perceived value and service quality also significantly influence corporate image. Corporate image is proven to have a positive and significant effect on customer loyalty and is able to significantly mediate the relationship between perceived value and service quality on customer loyalty. This indicates that improving customers’ perceived value and service quality can strengthen the corporate image, which in turn enhances customerloyalty. Keywords: perceived value, service quality, corporate image, customer loyalty, PLS-SEM