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All Journal Ikonomika : Jurnal Ekonomi dan Bisnis Islam Inovator : Jurnal Manajemen AMALIAH: JURNAL PENGABDIAN KEPADA MASYARAKAT El-Barka: Journal of Islamic Economics and Business Abdimasku : Jurnal Pengabdian Masyarakat Invest Journal of Sharia & Economic Law Jurnal Pengabdian dan Pemberdayaan Masyarakat Kepulauan Riau (JPPM KEPRI) Journal of Economics, Law, and Humanities
Suminto, Ahmad
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Religion Humanities Computer Science & IT Economics, Econometrics & Finance Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : Ikonomika : Jurnal Ekonomi dan Bisnis Islam

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The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty According to An Islamic Perspective Imari, Iqbal '; Suminto, Ahmad; Gololo, Ibrahim Aliyu
IKONOMIKA Vol 6, No 1 (2021)
Publisher : Universitas Islam Negeri Raden Intan Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24042/febi.v6i1.10092

Abstract

This study aims at determining whether customer satisfaction mediates the relationship between service quality and customer loyalty in La-Tansa Transport Gontor, then analyze it with the Islamic principles. This study is quantitative with primary data which is in the form of questionnaires filled by 109 customers. Service quality, customer satisfaction, and customer loyalty were measured in 5-scale likert. Regression analysis was used to analyse the mediating effect. The result shows that customer satisfaction is a mediating variable between service quality and customer loyalty. These results indicate that customers of La-Tansa Transport get sufficient service quality, feel satisfied towards the service, and have had the loyalty to the business. It could be explained because La-Tansa Transport follows the Islamic values in providing service and engaging with customers
Co-Authors Abdul Fatah Adiman, Hasbi Ash Shiddiq Ali, Muhammad Zia Alfathoni Ashada, Hafiz Diaz Adi Atmojo, Muhammad Saddam Alfarisi Tri Azis, Muhammad Gymnastiar Baharudin, Adi Ihza Eudia Christina Wulandari Fadilah, Habib Ahmad Fajri, Mohammad Zen Nasrudin Fratama, Akbar Zulfia Gololo, Ibrahim Aliyu Iqbal Imari Kasanah, Nur Khoirul Umam Lesmana, Meichio Miftahul Huda Mufti Afif Nawawi, Khizmi Putra, Alde Mulia Ramdani Harahap, Soritua Ahmad Rosmitha, Siti Nurma Saputra, Dwika Surya Shinta Maharani Sinaga, Faisal Abda’u Suhardi Suhardi Syahrinda, Zakiki Sya’roni, Ahmad Zaharani, Amelia Putri Arizka Zulqurnaini, Ahmad Budi