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

Handryani Januarita; Iga Septiani; Lita Erlina

doi:10.21580/jiemb.2021.3.1.7108

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

- Universitas Islam Negeri Raden Intan Lampung, Indonesia

* - Universitas Islam Negeri Raden Intan Lampung, Indonesia

- Universitas Islam Negeri Raden Intan Lampung, Indonesia

(*) Corresponding Author

DOI: 10.21580/jiemb.2021.3.1.7108

Supp. File(s):

Abstract
References
Licensing
How to cite

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.

Implication – This 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

Adhitya Akbar, L. D. N. (2019). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Jasa Transportasi Online. Jurnal Ekonomi. https://doi.org/10.24912/je.v24i2.574
Assegaff, Mohammad. 2009. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Pada Perusahaan Penerbangan PT. Garuda Di Kota Semarang). Jurnal Ekonomi dan Bisnis. Vol. 10. No. 2. Juli. Unisulla Semarang. Semarang.
Atmawati, R dan M, Wahyudin. 2007. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Matahari Departement Store Di Solo Grand Mall. Surakarta: Jurnal Daya Saing, Program MM-UMS.
Cooper, D. R., & Schindler, P. S. (2014). Business Research Methods 12th Edition. In Business Research Methods.
Dermawan, Putu Ayu Desy Trisnadewi, Ekawati, Ni Wayan. 2017. Pengaruh Kepuasan Kosumen Memediasi Harga Terhadap Loyalitas Konsumen Dalam Berbelanja Pada Florist Online di Denpasar.
Hair, J., Black, W., Babin, B., & Anderson, R. (2010). Multivariate Data Analysis: A Global Perspective. In Multivariate Data Analysis: A Global Perspective.
Khakim, L., Fathoni, A., & Minarsih, maria m. (2015). Pengaruh Kualitas Pelayanan, Harga Dan Kepercayaan Terhadap Loyalitas Pelanggan Dengan Variabel Kepuasan Pelanggan Sebagai Variabel Intervening Pada Pizza Hut Cabang Simpang Lima. Jurnal Manjmenn, 1–15.
Mustofa, A., Triyaningsih, S. L., & Suprayitno. (2016). Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Kepuasan sebagai Variabel Mediasi. Jurnal Ekonomi Dan Kewirausahaan.
Putri, Y. L., & Utomo, H. (2017). Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan dengan Kepuasan sebagai Variabel Intervening (Studi Persepsi Pada Pelanggan Dian Compp Ambarawa). Among Makarti, 10(19), 70–90.
Rachmawati, Rina. 2014. Pengaruh terhadap loyalitas pelanggan (sebuah kajian terhadap bisnis makanan).
Tjiptono, F. (2017). Service, quality, dan satisfaction.
Trisnadewi, P., & Ekawati, N. (2017). PENGARUH KEPUASAN KONSUMEN MEMEDIASI HARGA TERHADAP LOYALITAS KONSUMEN DALAM BERBELANJA PADA FLORIST ONLINE DI DENPASAR. E-Jurnal Manajemen Universitas Udayana.