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All Journal JURNAL MANAJEMEN MOTIVASI
Muhammad Syahrul Faturachman
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Peran Customer Satisfaction Dalam Memediasi Pengaruh Service Quality, Perceived Enjoyment, dan Trust Terhadap Customer Loyalty Pada Pembelian Paket Data Telkomsel Muhammad Syahrul Faturachman; Suryati
JURNAL MANAJEMEN MOTIVASI Vol 22 No 1 (2026): Jurnal Manajemen Motivasi
Publisher : Universitas Muhammadiyah Pontianak

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29406/jmm.v22i1.8586

Abstract

This study examines the mediating role of customer satisfaction in the relationship between service quality, perceived enjoyment, trust, and customer loyalty among Telkomsel data package users in Surakarta. Using a quantitative approach with 100 purposively selected respondents, data were analyzed through PLS-SEM. Findings reveal that service quality, enjoyment, and trust significantly influence both satisfaction and loyalty. Customer satisfaction also mediates these relationships. The study offers practical insights for telecom providers to enhance service quality, foster enjoyable user experiences, and build trust to sustain customer loyalty.
Co-Authors Suryati