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

Journal of Islamic Economics, Management, and Business (JIEMB)

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Title The effect of service quality on customer loyalty; role of customer satisfaction as a mediation variable at Hananiah Tanah Abang store
 
Creator Januarita, Handryani
Septiani, Iga
Erlina, Lita
 
Subject —
service quality, customer loyalty, customer Satisfaction, study case, Indonesia
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Description 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.
 
Publisher Prodi Magister Ekonomi Syariah FEBI UIN Walisongo Semarang
 
Contributor —
 
Date 2021-08-05
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
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Format application/pdf
 
Identifier https://journal.walisongo.ac.id/index.php/JIEMB/article/view/7108
10.21580/jiemb.2021.3.1.7108
 
Source Journal of Islamic Economics, Management, and Business (JIEMB); Vol 3, No 1 (2021); 49-58
2721-0324
2721-0197
 
Language eng
 
Relation https://journal.walisongo.ac.id/index.php/JIEMB/article/view/7108/3864
https://journal.walisongo.ac.id/index.php/JIEMB/article/downloadSuppFile/7108/1230
 
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Rights Copyright (c) 2021 Journal of Islamic Economics Management and Business
http://creativecommons.org/licenses/by-sa/4.0