The Influence of Service Quality on Customer Loyalty with Satisfaction as a Mediating Variable
DOI:
https://doi.org/10.30649/japk.v15i2.153Keywords:
service quality, customer loyalty, customer satisfactionAbstract
This study aims to determine the effect of service quality on customer loyalty, the effect of service quality on customer satisfaction, the effect of customer satisfaction on customer loyalty and the effect of service quality on customer loyalty through customer satisfaction at Bank Jatim Trenggalek Branch. The effect you want to know is the direct effect. This type of research is quantitative. This study used a sample of 100 respondents. Sampling using convenience simple random sampling, namely taking sample members from the population is done randomly. The software used in this study is SmartPLS and carried out three stages of Outer Model, Inner Model and hypothesis testing. From the results of this test it can be concluded that service quality has a direct and positive influence on customer loyalty, service quality has a direct positive effect on customer satisfaction, customer satisfaction has a direct positive effect on customer loyalty and customer satisfaction can be said to be a variable partial mediation.
References
Abdillah., W dan Jogiyanto. (2009). Partial Least Square (PLS) Alternatif SEM dalam Penelitian Bisnis. Yogyakarta: Penerbit Andi.
Ali Hasan. (2008). Marketing. Yogyakarta: Media Utama.
Amin, M., Isa, Z., & Fontaine, R. (2017). Islamic Banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 35(1), 79–97.
Arikunto, Suharsimi. (2006). Prosedur Penelitian Suatu Pendekatan Praktik, edisi revisi VI, Cetakan ke 13, Jakarta: Rineka Cipta.
Caruana, Albert and Malta Msida. Service Loyalty. (2002). The Effects of Service Quality and the Mediating Role of Customer Satisfaction,European Journal of Marketing,. Vol. 36, No. 7/8, pp. 811 – 828
Cronin, J.J dan Taylor, S.A. (1992). “Measuring Service Quality: A Re-examinataion and Extension”, Journal of Marketing, Juny (56): 55-68.
Delgado, Elena and Manuera. (2005). “Does Brand Trust Matter to Brand Equity?”. The Journal of Product and Brand Management, Vol. 14 No.2/3, pp. 187-196.
Fandy, Tjiptono. (2011). Service Management Mewujudkan Layanan Prima. Edisi 2. Yogyakarta: Andi.
Griffin, Jill. (2003). Customer Loyalty: Menumbuhkan dan Mempertahankan Pelanggan. Penerbit Erlangga. Jakarta.
Hasan, Ali. 2014. Marketing dan Kasus-Kasus Pilihan. Jakarta: CAPS
Hussein, Ananda Sabil. (2015). Penelitian Bisnis dan Manajemen Menggunakan Partial Least Squares (PLS) dengan smartPLS 3.0.
Kasmir. (2016). Analisis Laporan Keuangan. Jakarta: PT. RajaGrafindo Persada.
Kerrin, M. and Oliver, N. (2002). 'Collective and Individual Improvement Activities: the Role of Reward Systems', Personal Review, vol. XXXI, no. 3, Mar, pp. 320-337.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson.
Kotler, Philip. (2014). Manajemen Pemasaran. Edisi 13. Jilid 1. Prenhalindo. Jakarta.
Kusumawati, A., & Rachmawati, N. (2022). Service Quality, Customer Satisfaction and Loyalty in Regional Banks: Empirical Evidence from Indonesia. Journal of Business and Banking, 12(1), 33–44.
Oliver, R.L. (1980). “A cognitive model of the antecedence and consequences of satisfaction decisions”, Journal of Marketing Research, Vol. 17, September, pp. 46- 9.
Philip Kotler dan Kevin Lane Keller. (2012). Manajemen Pemasaran ed. Ketiga Belas . Jilid 2 Terjemahan oleh BOB Sabran MM : Penerbit Erlangga.
Pramudyo, B., & Widiyanto, W. (2021). Pengaruh Kualitas Pelayanan terhadap Loyalitas Nasabah melalui Kepuasan di Bank Syariah. Jurnal Manajemen dan Kewirausahaan, 9(1), 45–52.
Pratiwi, Y. A., & Nugroho, A. (2020). Pengaruh Kualitas Layanan terhadap Loyalitas Nasabah dengan Kepuasan sebagai Variabel Intervening. Jurnal Ekonomi dan Manajemen, 21(2), 112–121.
Robinette, S. (2001). Emotion Marketing. Jakarta: Mc.Grow Hill Book Company. Setiadi. (2013). Konsep dan praktek penulisan riset keperawatan (Ed.2) Yogyakarta:
Setiono, B. A., & Hidayat, S. (2022). Influence of service quality with the dimensions of reliability, responsiveness, assurance, empathy, and tangibles on customer satisfaction. International Journal of Economics, Business and Management Research, 6(9), 86–93. https://doi.org/10.51505/ijebmr.2022.6924
Siswoyo, B. (2009). Konsep dasar kewirausahaan dan proses kewirausahaan. 81–96.
Subawa, I Gede Benny. (2020). E-Jurnal Manajemen, Vol. 9, No. 2, 2020: 718-736.
Bali Sugiyono. (2012). Memahami Penelitian Kualitatif. Bandung: ALFABETA
Supardi. (2005). Metode Penelitian Ekonomi dan Bisnis. Yogyakarta: UII Press.
Sutisna. (2001). Perilaku Konsumen dan Komunikasi Pemasaran. PT. Remaja Rosdakarya, Bandung.
Tse dan Wilton. (1988). Kepuasan Pelanggan. Jilid 2, Edisi ketiga. Klaten : PT. Indeks Kelompok Gramedia.
Yamit, Zulian. (2013). Manajemen Kualitas Produk dan Jasa, Edisi Pertama, Cetakan Keenam. Ekonisia. Yogyakarta.
Zeithaml, VA. Bitner MJ. (1996). Delivering and Performing Service. Part Five. Service Marketing International Ed., The McGraw-Hill Inc.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Enni Sustiyatik, Tontowi Jauhari
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
