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All Journal CEMERLANG :Jurnal Manajemen dan Ekonomi Bisnis
Fitri Nurhidayah Zaen
Universitas Muhadi Setiabudi
Economics, Econometrics & Finance

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Pengaruh Kepuasan Pelanggan, Kualitas Pelayanan, dan Kepercayaan Konsumen terhadap Loyalitas Pelanggan melalui Persepsi Nilai sebagai Variabel Mediasi pada Toko Mebel Eldy Jaya Cimohong Fitri Nurhidayah Zaen; Roby Setiadi; Andi Yulianto; Syariefful Ikhwan; Gian Fitralisma
CEMERLANG : Jurnal Manajemen dan Ekonomi Bisnis Vol. 6 No. 4 (2026): November: CEMERLANG : Jurnal Manajemen dan Ekonomi Bisnis
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/cemerlang.v6i4.10475

Abstract

Customer loyalty has become an important indicator of business sustainability, particularly in the furniture retail industry, where purchasing decisions involve long-term evaluation and high consumer involvement. This study examines the effects of customer satisfaction, service quality, and consumer trust on customer loyalty through perceived value as a mediating variable at Eldy Jaya Furniture Store, Cimohong. A quantitative approach was employed using data collected from 200 customers through purposive sampling. Structural Equation Modeling (SEM) based on AMOS version 23 was applied to analyze the proposed model. The findings reveal that customer satisfaction, service quality, and consumer trust significantly influence perceived value. Customer satisfaction, consumer trust, and perceived value also have significant positive effects on customer loyalty. Service quality does not directly affect customer loyalty. Perceived value is proven to mediate the relationships between customer satisfaction, service quality, consumer trust, and customer loyalty. These findings indicate that strengthening customer loyalty requires not only service improvement but also strategies that increase customers' perceived value toward products and services.
Co-Authors Andi Yulianto Gian Fitralisma Ikhwan, Syariefful Roby Setiadi