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All Journal International Journal of Economics, Accounting, and Management
Pande Ketut Mega Adiputra
Universitas Udayana
Economics, Econometrics & Finance

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The Role Of Customer Satisfaction In Mediating The Influence Of Service Quality And Product Quality On Customer Loyalty (Study On Indihome Users In Denpasar City) Pande Ketut Mega Adiputra; Putu Yudi Setiawan
International Journal of Economics Accounting and Management Vol. 3 No. 3 (2026): IJEAM - September 2025
Publisher : PT. INOVASI TEKNOLOGI KOMPUTER

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.60076/ijeam.v3i3.1508

Abstract

This study examines the mediating role of customer satisfaction in the relationships between service quality, product quality, and customer loyalty among IndiHome users in Denpasar City. A survey of 100 eligible customers was analyzed using partial least squares structural equation modeling (PLS-SEM). Service quality and product quality were positively related to satisfaction (β = 0.456 and 0.267) and loyalty (β = 0.254 and 0.174). Satisfaction was positively associated with loyalty (β = 0.450). The indirect effects through satisfaction were significant for service quality (β = 0.205; p < 0.001) and product quality (β = 0.120; p = 0.006), indicating complementary partial mediation. The findings suggest that improving technical product performance and customer service together may support retention among broadband subscribers.
Co-Authors Putu Yudi Setiawan