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Analysis of Influence of Quality of Service and Quality of Products on Loyalty of Members with Member Satisfaction as Intervening Variable in Loan and Save Cooperative Nasari Branch Office of Medan

April Sabdi Marbun (), Sukaria Sinulingga and Iskandarini

Academic Journal of Economic Studies, 2018, vol. 4, issue 3, 106-121

Abstract: The purpose of this study is to provide proposed actions or steps to solve problems related to service quality and product quality to increase the loyalty of KSP members Nasari Medan branch with member satisfaction as intervening variable. The type of research used in this study is correlational research (correlational research). This research was conducted in Nasari Savings and Loan Cooperation Branch Office Medan, North Sumatera, Indonesia. This study consisted of two independent variables (exogenous), one intervening variable (endogenous) and one dependent variable (endogenous). Exogenous variables consist of Quality of Service and Product Quality, Intervening Variable is Member Satisfaction and endogenous variable is Member Loyalty. The research finds to service quality and product quality to increase the loyalty of KSP members Nasari Medan branch with member satisfaction as intervening variable.

Keywords: Quality of Service; Product Quality; Member Loyalty, Member Satisfaction (search for similar items in EconPapers)
JEL-codes: G21 J54 M31 (search for similar items in EconPapers)
Date: 2018
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