Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Daya Saing : Jurnal Ilmu Manajemen
Syaputra, Eka
Unknown Affiliation
Decision Sciences, Operations Research & Management Other

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

Found 1 Documents
Search

 1 
THE EFFECT OF SERVICE QUALITY, INFORMATION TECHNOLOGY UTILIZATION, AND CUSTOMER VALUE ON CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY Syaputra, Eka; Soviyanti, Efrita; Nofrizal, Nofrizal
Jurnal Daya Saing Vol. 12 No. 1 (2026): JURNAL DAYA SAING (JDS)
Publisher : Komunitas Manajemen Kompetitif

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35446/dayasaing.v12i1.2656

Abstract

This study aims to analyze the effects of service quality, information technology utilization, and customer value on customer satisfaction and their impact on customer loyalty at the Industrial Standardization and Service Center (BSPJI) Pekanbaru. This research employs a quantitative approach using Partial Least Squares–Structural Equation Modeling (PLS-SEM). Data were collected through a structured questionnaire distributed to 226 BSPJI customers selected using purposive sampling. The results indicate that service quality, information technology utilization, and customer value have positive and significant effects on customer satisfaction. Furthermore, customer satisfaction has a significant positive effect on customer loyalty. Mediation analysis reveals that customer satisfaction significantly mediates the relationship between service quality, information technology utilization, customer value, and customer loyalty. These findings highlight the critical role of customer satisfaction as a key mechanism in building customer loyalty. Therefore, BSPJI Pekanbaru should prioritize improving service quality, optimizing information technology utilization, and enhancing customer value to strengthen customer satisfaction and long-term loyalty
Co-Authors efrita soviyanti, efrita Nofrizal Nofrizal