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All Journal Jurnal Minds: Manajemen Ide dan Inspirasi
Hidayat, Schaldy Maulidi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Enhancing Customer Loyalty through Service Quality and Social Influence: The Mediating Effect of Brand Image Hidayat, Schaldy Maulidi; Puspaningrum, Astrid; Hapsari, Raditha Dwi Vata
Jurnal Minds: Manajemen Ide dan Inspirasi Vol 13 No 2 (2026): September
Publisher : Management Department, Universitas Islam Negeri Alauddin Makassar, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24252/minds.v13i2.62584

Abstract

Modern cooperatives must professionalize services, strengthen reputation, and retain customers in competitive markets. This study contributes to cooperative management literature by explaining how brand image converts service quality and social influence into customer loyalty. Using a quantitative explanatory design, questionnaires were collected from 190 customers of a modern cooperative in Malang Regency, Indonesia, and analyzed using partial least squares structural equation modeling. The results show that service quality and social influence positively affect both brand image and customer loyalty. Brand image also positively affects customer loyalty and partially mediates the effects of service quality and social influence on loyalty. These findings confirm that cooperative customer loyalty depends on reliable service, favorable institutional perceptions, and community influence. Managers should integrate service professionalism, community-based communication, and consistent brand-building initiatives to strengthen sustainable customer relationships.
Co-Authors Astrid Puspaningrum Raditha Dwi Vata Hapsari