PENGARUH KUALITAS PELAYANAN DAN NILAI NASABAH TERHADAP LOYALITAS MELALUI KEPUASAN NASABAH (Studi Pada Nasabah BPR BKK Blora (PERSERODA) Cabang Cepu)

This study was conducted on customers of BPR BKK Blora, Cepu Branch with 150 active customers. This study aims to determine the effect of service quality and customer value on customer loyalty and satisfaction as mediation on customers of BPR BKK Blora, Cepu Branch. This study uses a quantitative method. The sampling technique used in this study is saturated sampling, where the entire population is sampled. Data collection in this study used a questionnaire. The data analysis technique used a scale range and Partial Least Square (PLS) 4.0. The results of this scale range calculation indicate that service quality and customer value have a positive and significant effect on customer satisfaction. Furthermore, customer satisfaction has a significant mediating role in strengthening the influence of service quality and customer value on customer loyalty.