The effect of service quality on customer loyalty; role of customer satisfaction as a mediation variable at Hananiah Tanah Abang store

Handryani Januarita  -  Universitas Islam Negeri Raden Intan Lampung, Indonesia
Iga Septiani*  -  Universitas Islam Negeri Raden Intan Lampung, Indonesia
Lita Erlina  -  Universitas Islam Negeri Raden Intan Lampung, Indonesia

(*) Corresponding Author

Supp. File(s): Research Instrument

Purpose This study aims to measure the effect of service quality on customer loyalty at the Hananiah Tanah Abang store.

Method The sample of this research is 47 respondents at Hananiah shop. Statistical tests were performed using PLS-based Structural Equation Modelling. The validity test uses the loading factor value, while the reliability test uses Cronbach's alpha value, composite reliability and Average Variance Extracted (AVE).

Result(1.) The effect of service quality on employees at the Hananiah Tanah Abang store has a significant effect on customer satisfaction. (2.) The effect of customer satisfaction has a significant effect on customer loyalty. (3.) Customer satisfaction mediates the effect of service quality at Hananiah stores on customer loyalty.

ImplicationThis study can assist businesses to improve their service quality.

Originality This is the first study examining the influence of service quality on customer loyalty with customer satisfaction as a mediation variable.

Supplement Files

Keywords: service quality, customer loyalty, customer Satisfaction, study case, Indonesia

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Journal of Islamic Economics Management and Business (JIEMB)
Department of Master of Sharia Economics, Faculty of Islamic Economics and Business, Universitas Islam Negeri Walisongo Semarang, Indonesia

Jl Prof. Dr. Hamka Kampus III Ngaliyan Semarang 50185
Phone: +62 852-2007-5758
Website: https://febi.walisongo.ac.id/
Email: jiemb@walisongo.ac.id 

ISSN: 2721-0197 (Print)
ISSN: 2721-0324 (Online)
DOI : 10.21580/jiemb

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License 

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