Article Per Year (5 Year)
p-Index From 2021 - 2026
5.588
P-Index
This Author published in this journals
All Journal Jurnal Reviu Akuntansi dan Keuangan EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Journal of Economic, Bussines and Accounting (COSTING) JURNAL MUTIARA AKUNTANSI JURNAL MUTIARA MANAJEMEN Jurnal Pembelajaran dan Biologi Nukleus Community Engagement and Emergence Journal (CEEJ) Pelita Masyarakat SOSEK: Jurnal Sosial dan Ekonomi Metta : Jurnal Ilmu Multidisiplin Journal of International Conference Proceedings Journal of Economics, Entrepreneurship, Management Business and Accounting Jurnal Pengabdian dan Pemberdayaan Masyarakat Indonesia Jurnal ABDIMAS MUTIARA Vifada Management and Social Sciences Journal of International Islamic Law, Human Right and Public Policy JURNAL TEKNOLOGI, KESEHATAN DAN ILMU SOSIAL Jurnal Ekonomi dan Industri
Purba, Roberto Roy
Universitas Sari Mutiara Indonesia
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Astronomy Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Engineering Environmental Science Health Professions Immunology & microbiology Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences Other

Published : 51 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 51 Documents
Search

 2   3   4   5   6 
The Effect of Service Quality and Corporate Image on Customer Loyalty: The Mediating Role of Customer Satisfaction Elisabet Tambunan; Mery Lani Purba; Marupa Siregar; Roberto Roy Purba; Hanna Khan; Anastasia Manalu
Journal of Economics, Entrepreneurship, Management Business and Accounting Vol 4 No 2 (2026): Volume 4, Issue 2, March 2026
Publisher : CV. Sakura Digital Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61255/jeemba.v4i1.852

Abstract

Purpose: This study examines the effects of service quality and corporate image on customer loyalty, with customer satisfaction as a mediating variable, in the banking sector in North Sumatra, Indonesia. The study is grounded in SERVQUAL theory, Expectation-Confirmation Theory (ECT), and Relationship Marketing Theory to explain the mechanisms of loyalty formation. Design/methodology/approach: A quantitative explanatory design was employed using a cross-sectional survey of 210 active bank customers selected through purposive sampling. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) to test both direct and indirect relationships among the constructs. Findings: The results indicate that service quality has a significant positive effect on customer loyalty (β = 0.393) and customer satisfaction (β = 0.795). Corporate image significantly influences customer satisfaction (β = 0.343) but does not directly affect customer loyalty (β = −0.043). Customer satisfaction significantly affects customer loyalty (β = 0.182). Mediation analysis shows that customer satisfaction does not mediate the relationship between service quality and customer loyalty, but significantly mediates the relationship between corporate image and customer loyalty. Research implications/limitations: This study contributes to theory by demonstrating that customer satisfaction acts as a selective mediator, distinguishing between functional and perceptual antecedents of loyalty. However, the cross-sectional design, regional sample, and reliance on self-reported data limit generalizability and causal inference.
Co-Authors Afrika Afrika Alfarozy Sipayung Anastasia Manalu Anastasia Saragih Apriska Dewi Sipayung Butar, Dornauli Butar Ceria, Putri Indah Daeli, Yakasi D Duha, Theresia Dyna Grace Romatua Aruan Elisabet Tambunan Elisabet Tambunan Elisabeth Tambunan Eva Margareth Sarah Eva Margareth Sarah Eva Margareth Sarah Fajar Pasaribu Gulo, Videla Evan Elsia Haji Alfian Hanna Khan Harianja, Ester Saripati Heri Enjang Syahputra Heri Enjang Syahputra Hutagalung, Yuni Lestina Idahwati Idahwati, Idahwati Iman Sejati Zendrato Irwadi, Irwadi Iskandar Batubara, Dedi Karmel Simatupang Kristina Sitanggang Laia, Intan Juita Luaha, Lius Manalu, Anastasia Manihoni, Dameria Cyndi Marpaung, Rolando Marupa Siregar Miranda Putri Dove Br Sitepu Muhammad Rahmat Nainggolan, Eva Margareth Niscaya Hia Owen De Pinto Simanjuntak Owen De Pinto Simanjutak Parlindungan Purba Paulina Paulina Prayoga, Andre Purba, Idahwati Purba, Mery Lani Renika Hasibuan Renika Hasibuan Rianto Sitanggang Rilma Tarigan Rolando Mapaung Rolando Marpaung Saragih, Maria Theresya Sarah, Eva Margareth Sarumah, Irama Satria Tirtayasa Siagian, Ernita Siagian, Hendra Sakti Putra Simanjuntak, Owen The Pinto Sinaga, Fernando H Siregar, Marupa Siti Maimunah Steven Steven Tambunan, Formaida Veni Anggraini Wati, Feni Wenti Trisna Yanti Zega Wilsa Road Betterment Sitepu Yufinta Rodearni Sitindaon