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All Journal JURNAL ECONOMINA
Alimuddin Rizal
Universitas Stikubank (UNISBANK) Semarang, Indonesia
Economics, Econometrics & Finance

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The Influence of Service Quality and Corporate Image on Loyalty at KJPP Andi Tiffani & Rekan, with Satisfaction as a Mediating Variable Giri Kartono; Alimuddin Rizal
JURNAL ECONOMINA Vol. 5 No. 8 (2026): JURNAL ECONOMINA, Agustus 2026
Publisher : LPPM Sekolah Tinggi Ilmu Ekonomi 45 Mataram

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/economina.v5i8.3793

Abstract

This study aims to analyze the effect of service quality and corporate image on client loyalty at the Public Appraisal Firm (KJPP) Andi Tiffani & Partners Semarang Branch, both directly and indirectly through customer satisfaction as a mediating variable. The public appraisal service industry is a high-trust sector requiring solid client retention strategies. The research methodology adopts a quantitative approach using a census sampling technique involving 92 respondents comprising banking institutions, state/regional-owned enterprises, government agencies, private companies, and individual clients. Data analysis was executed using Multiple Linear Regression and the Sobel Test processed via SPSS 22. The results reveal that service quality and corporate image have a positive and significant impact on customer satisfaction. Furthermore, service quality, corporate image, and customer satisfaction exert a positive and significant effect on client loyalty. The Sobel test confirms that customer satisfaction significantly mediates the relationship between service quality and corporate image on client loyalty. These findings highlight that to build long-term loyalty in professional valuation services, firms must balance operational reliability with corporate reputation management to optimize client satisfaction evaluations
Co-Authors Giri Kartono