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All Journal Jurnal Kajian Ilmu Manajamen
Muhammad Rizki Syahputra
Program Studi Manajemen FEB UTM
Economics, Econometrics & Finance

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Nilai Yang Dirasakan dan Loyalitas Pelanggan: Peran Kepuasan Sebagai Pemediasi Muhammad Rizki Syahputra; Miftahul Jannah
Jurnal Kajian Ilmu Manajemen (JKIM) Vol 6, No 1 (2026): Maret
Publisher : Management Department of Economics and Business Of Trunojoyo Madura University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21107/jkim.v6i1.31198

Abstract

This study aims to determine the effect of Customer Perceived Value on customer loyalty with customer satisfaction as a mediating variable at Kedai Poenya Kita in Jombang. The research method used is quantitative with a descriptive approach. The data were obtained through distributing questionnaires to 100 respondents and analysed using Structural Equation Modeling (SEM) techniques with the help of SmartPLS 4 software. The results showed that Customer Perceived Value has a positive and significant effect on customer satisfaction, as well as customer loyalty. In addition, customer satisfaction also has a positive and significant effect on customer loyalty. Other findings reveal that customer satisfaction is able to partially mediate the relationship between Customer Perceived Value and customer loyalty. Thus, increasing customer value perceptions of the products and services provided can increase satisfaction while strengthening customer loyalty to Kedai Poenya Kita.
Co-Authors Miftahul Jannah