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All Journal JURNAL ECONOMINA IIJSE Advances in Business & Industrial Marketing Research
Ananda Archie
Universitas Muhammadiyah Pontianak, Pontianak, Indonesia
Economics, Econometrics & Finance

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THE EFFECT OF SERVICE QUALITY ON CUSTOMER LOYALTY: CUSTOMER SATISFACTION AS AN INTERVENING VARIABLE AT HELLEN HEALTH AND BEAUTY SALON, KARIMUNTING VILLAGE Yulan Plasza; Ananda Archie
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 2 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i2.10320

Abstract

The beauty industry in Indonesia has shown rapid development along with the increasing public awareness of personal care and appearance, which drives the growth of businesses and intensifies competition in the beauty services sector. This condition is accompanied by rising customer demands for optimal service quality, but there are still issues in retaining customer loyalty, which is influenced by the level of satisfaction experienced. This study aims to analyze the effect of service quality on customer loyalty: customer satisfaction as an intervening variable at Hellen Health and Beauty Salon, Karimunting Village. This study uses a quantitative approach with a causal associative design. The population of the study is all salon customers, with a sample of 150 respondents determined through purposive sampling. Primary data were collected through questionnaires, observation, and interviews, while secondary data were obtained from publications related to the development of the beauty industry. Data analysis was performed using SEM-PLS with SmartPLS by evaluating the outer model (convergent validity, discriminant validity, AVE, and reliability) and the inner model (R-square, F-square, and hypothesis testing through bootstrapping). The results show that all constructs meet the validity and reliability criteria. The model has moderate explanatory power with a customer satisfaction R² value of 0.538 and a customer loyalty R² value of 0.583. Service quality significantly positively affects both customer satisfaction and customer loyalty, and customer satisfaction significantly positively affects customer loyalty. Customer satisfaction also acts as a partial mediator in the relationship between service quality and customer loyalty.
The Effect Of Price, Promotion, And Service Quality On Repurchase Intention At Delvin Thea In Pemangkat District Indah Cahyani; Ananda Archie
JURNAL ECONOMINA Vol. 5 No. 9 (2026): JURNAL ECONOMINA, September 2026
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi 45 Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/economina.v5i9.4026

Abstract

This study aims to analyze the effects of Price, Promotion, and Service Quality on Repurchase Intention among consumers of Delvin Thea Beauty Clinic in Pemangkat District. The study employed a quantitative approach with an associative research design. The sample was selected using purposive sampling and consisted of 150 respondents who met the research criteria. Primary data were obtained through Likert-scale questionnaires and interviews, while secondary data were obtained from the business profile, revenue data, and data from the Investment Office. Data were analyzed using multiple linear regression, the correlation coefficient, the coefficient of determination, the F test, and the t test with the assistance of SPSS. Partially, Price, Promotion, and Service Quality had positive and significant effects on Repurchase Intention. Simultaneously, the three variables had a significant effect on Repurchase Intention. The correlation coefficient indicated a strong relationship, while an R² value of 0.609 showed that 60.9% of the variation in Repurchase Intention was explained by the three independent variables. These results indicate that stronger consumer repurchase intention is associated with price management, promotional effectiveness, and the service quality provided by Delvin Thea Beauty Clinic
Customer Experience, Facilities, and Service Quality on Repurchase Intention Among Damri Bus Users on The Pontianak–Sintang Route Muhammad Haiqal Adhari; Ananda Archie
Advances in Business & Industrial Marketing Research Vol. 4 No. 3 (2026)
Publisher : Yayasan Pendidikan Bukhari Dwi Muslim

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60079/abim.v4i3.1087

Abstract

Purpose: This study examines the relationships of customer experience, facilities, and service quality with repurchase intention among DAMRI bus users on the Pontianak-Sintang route. Research Method: A quantitative associative design was used with primary questionnaire data from 150 respondents who had used DAMRI services on the Pontianak-Sintang or Sintang-Pontianak route. Purposive sampling was applied. The analysis used item-validity testing, classical assumption tests, multiple linear regression, correlation and coefficient-of-determination analysis, and F- and t-tests. Results and Discussion: Customer experience, facilities, and service quality were each positively and significantly associated with repurchase intention, and the overall regression model was statistically significant. Implications: The study is limited to one intercity DAMRI route and a purposively selected sample. The findings indicate that service managers should maintain positive passenger experiences, adequate physical facilities, and consistent service delivery. Future research should test broader samples and additional explanatory variables. Originality: The study integrates customer experience, physical facilities, and service quality in one model of repurchase intention within an Indonesian intercity bus context.
Co-Authors Indah Cahyani Muhammad Haiqal Adhari Yulan Plasza