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All Journal Sharing: Journal Of Islamic Economics, Management And Business
Muhammad Afdhalul Irhamna
Universitas Muhammadiyah Aceh
Economics, Econometrics & Finance

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Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada Grapari Telkomsel Banda Aceh Muhammad Afdhalul Irhamna; Amelia Amelia; Mirza Murni
Sharing: Journal of Islamic Economics Management and Business Vol. 5 No. 3 (2026): September, 2026
Publisher : Program Studi Ekonomi Syariah Fakultas Agama Islam Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/sharing.v5i3.62818

Abstract

This study aims to examine and analyze the effect of service quality on customer loyalty, mediated by consumer satisfaction, at GraPARI Telkomsel Banda Aceh. A quantitative approach was employed, utilizing a sample of 93 respondents who are customers of GraPARI Telkomsel Banda Aceh. Data were collected through questionnaires and documentation, then analyzed using path analysis to determine the direct and indirect effects among the research variables. Testing was conducted at a 95% confidence level with a significance level of α = 0.05. The results indicate that service quality has a significant effect on customer loyalty. Service quality was also found to significantly influence consumer satisfaction, demonstrating that higher service quality leads to higher levels of customer satisfaction. Furthermore, consumer satisfaction significantly affects customer loyalty. The analysis also confirms that service quality has a significant impact on customer loyalty through consumer satisfaction acting as an intervening variable. These findings underscore the importance of enhancing service quality and consumer satisfaction to maintain customer loyalty at GraPARI Telkomsel Banda Aceh.
Co-Authors Amelia Amelia Mirza Murni