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All Journal Jurnal Entrepreneur dan Entrepreneurship Jurnal Leverage, Engagement, Empowerment of Community (LeECOM) Jurnal Performa : Jurnal Manajemen dan Start-up Bisnis Asian Management and Business Review Jurnal Ilmiah Manajemen dan Bisnis (JIMBI) Journal of Applied Management Research
Agustiono, Agustiono
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Industrial & Manufacturing Engineering Social Sciences Other

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Journal : Jurnal Ilmiah Manajemen dan Bisnis (JIMBI)

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Pengaruh Mediasi Kepuasan Konsumen pada Hubungan antara Persepsi Kualitas Layanan, Persepsi Keadilan Harga, dan Loyalitas di Excelso Surabaya Verrelie, Ferrel Christian; Agustiono, Agustiono
Jurnal Ilmiah Manajemen dan Bisnis (JIMBI) Vol 5, No 2 (2024): Jurnal Ilmiah Manajemen dan Bisnis (JIMBI) - DESEMBER
Publisher : Universitas Medan Area

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31289/jimbi.v5i2.5342

Abstract

This article aims to provide an in-depth analysis of the factors influencing customer loyalty at Excelso. Specifically, the study examines the impact of perceived service quality and price fairness on customer loyalty, with consumer satisfaction as a potential mediating variable. A quantitative research approach is employed, utilizing Smart PLS as an analytical tool to comprehensively calculate and process statistical data. Due to the inability to determine the exact number of Excelso customers in Surabaya, the researcher applies a non-probability sampling method, namely purposive sampling, using the Lemeshow formula to determine an optimal sample size of 96 respondents. Data were collected through an online questionnaire utilizing a 6-point Likert scale to minimize neutral response bias. The findings reveal a significant relationship between perceived service quality and customer loyalty, as well as between price fairness and customer loyalty. Additionally, consumer satisfaction was found to play an important mediating role in strengthening the relationship between service quality and price fairness on loyalty, thus enhancing customer commitment to the products and services offered.
Co-Authors Adi Kurniawan Yusup Charly Hongdiyanto Desylina, Yohana Cinta Ayu Evangelie, Benedecta Nadya Gede Dika Aditya Gladys Greselda Gosal Gracia Ongkowijoyo Kurniawan, Felicia Bella Lenny Gunawan Lioe, Klemens Bennedict Sihaloho, Arkana Asido Parsaoran Verrelie, Ferrel Christian Verrelie, Michelle Clarissa Wendra Hartono Werdiastuti, Putu Ema Wiguna, Marcella Claudia Louren Wijaya, Carlina Yuwono, Aylinda