@mastersthesis{eprints82703,
           month = {Juni},
           title = {PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP
LOYALITAS AKSEPTOR KB MELALUI KEPUASAN KONSUMEN
SEBAGAI VARIABEL MEDIASI PADA BADAN KEPENDUDUKAN
DAN KELUARGA BERENCANA NASIONAL (BKKBN)

KABUPATEN TANGGAMUS},
          school = {UNIVERSITAS LAMPUNG},
          author = {AULIA M. KHOIRUL },
            year = {2024},
             url = {http://digilib.unila.ac.id/82703/},
        abstract = {Loyalitas Akseptor pada penelitian ini sebagai variabel dependent, apakah
loyalitas konsumen setelah kualitas layanan yang diberikan oleh BKKBN
kabupaten tanggamus memebrikan dampak positif terhadap kinerja BKKBN itu
sendiri, penelitian yang dilakukan untuk mengetahui kulitas pelayanan,
kepercayaan konsumen secara parsial berpengaruh langsung terhadap loyalitas
akseptor, kualitas pelayanan dan kepercayaan konsumen secara parsial
berpengaruh terhadap variabel mediasi yakni kepuasan pelanggan, loyalitas
konsumen, kualitas layanan dan kepercayaan konsumen yang di mediasi oleh
kepuasan konsumen secara parsial memediasi atau secara tidak langsung terhadap
loyalitas akseptor. Peneltiian yang di lakukan menggunakan metode perposive
random sampling dengan jumlah sampel 220 responden dengan meotde SEM
menggunakan alat analisis yaitu Amos. Temuan empiris yang di dapat ialah
Kualitas Pelayanan berpengaruh positif dan siqnifikan terhadap Loyalitas
Akseptor Pada BKKBN Kabupaten Tanggamus. Kepercayaan Konsumen
Berpengaruh positif dan siqnifikan terhadap loyalitas akseptor. Kualitas
Pelayanan berpengaruh positif dan siqnifikan terhadap kepuasan konsumen
Kepercayaan Konsumen berpengaruh positif dan siqnifikan terhadap kepausan
pelanggan. Kepuasan konsumen berpengaruh positif dan siqnifikan terhadap
loyalitas akseptor. Kualitas Pelayanan berpengaruh positif dan siqnifikan terhadap
Loyalitas Akseptor melalui kepuasan konsumen sebagai variabel mediasi
Kepercayaan Konsumen Berpengaruh positif dan siqnifikan terhadap loyalitas
akseptor melalui kepuasan konsumen sebagai variabel mediasi.
Kata Kunci : Kualitas Pelayanan, Kepercayaan Konsumen, Kepuasan

Konsumen, Loyalitas Akseptor, BKKBN Tanggamus

iii

ABSTRACT

THE INFLUENCE OF SERVICE QUALITY AND TRUST ON THE
LOYALTY OF FP ACCEPTORS THROUGH CONSUMER
SATISFACTION AS A MEDIATION VARIABLE IN THE NATIONAL
POPULATION AND FAMILY PLANNING BOARD (BKKBN)

TANGGAMUS DISTRICT

By

M. KHOIRUL AULIA

Acceptor Loyalty in this research is the dependent variable, whether consumer
loyalty after the quality of service provided by the BKKBN of Tanggamus Regency
has a positive impact on the performance of the BKKBN itself, the research was
conducted to determine the quality of service, consumer trust partially has a
direct effect on acceptor loyalty, service quality and consumer trust partially
influences the mediating variables, namely customer satisfaction, consumer
loyalty, service quality and consumer trust which are mediated by consumer
satisfaction partially mediating or indirectly influencing acceptor loyalty. The
research was carried out using the perposive random sampling method with a
sample size of 220 respondents with the SEM method using the analysis tool,
namely Amos. The empirical findings obtained are that service quality has a
positive and significant effect on acceptor loyalty at BKKBN Tanggamus Regency.
Consumer Trust has a positive and significant influence on acceptor loyalty.
Service Quality has a positive and significant effect on consumer satisfaction.
Consumer Trust has a positive and significant effect on customer satisfaction.
Consumer satisfaction has a positive and significant effect on acceptor loyalty.
Service Quality has a positive and significant influence on Acceptor Loyalty
through consumer satisfaction as a mediating variable. Consumer Trust has a
positive and significant influence on acceptor loyalty through consumer
satisfaction as a mediating variable.
Keywords: Service Quality, Consumer Trust, Consumer Satisfaction,

Acceptor Loyalty, BKKBN Tanggamus}
}