Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Sosio e-kons
Evilina Sjaiful
Sekolah Tinggi Ilmu Ekonomi GICI

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Peran Kepuasan dalam Memediasi Kualitas Pelayanan dan Kepercayaan Terhadap Loyalitas Pelanggan di Zaizhar Tour Bandung Syifa Purnama Dewi; Evilina Sjaiful; Christina Ekawati
Sosio e-Kons Vol. 18 No. 2 (2026): Sosio e-Kons
Publisher : Universitas Indraprasta PGRI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30998/sosioekons.v18i2.5088

Abstract

This study aims to analyze the influence of service quality and trust on customer loyalty with satisfaction as a mediating variable in Zaizhar Tour Bandung. The study used a quantitative approach with a survey method of 176 respondents selected through purposive sampling. Data were collected using a five-point Likert scale questionnaire and analyzed with Structural Equation Modeling-Partial Least Squares (SEM-PLS) using SmartPLS 4.0. The results showed that service quality had a positive and significant effect on customer loyalty (β = 0.450; t = 7.190; p < 0.001) and customer satisfaction (β = 0.373; t = 5.426; p < 0.001). Trust also had a positive and significant effect on loyalty (β = 0.494; t = 8.216; p < 0.001) and satisfaction (β = 0.557; t = 8.455; p < 0.001). Satisfaction had a significant effect on loyalty (β = 0.607; t = 11.156; p < 0.001) and mediated the influence of service quality and trust on loyalty. These findings underscore the importance of improving service, trust, and satisfaction to sustainably strengthen customer loyalty. The findings also provide strategic implications for managers in retaining customers and improving the company's competitiveness.
Co-Authors Christina Ekawati Syifa Purnama Dewi