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All Journal Journal of Islamic Economics, Management, and Business (JIEMB)
Erlina, Lita
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Economics, Econometrics & Finance

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The effect of service quality on customer loyalty; role of customer satisfaction as a mediation variable at Hananiah Tanah Abang store Januarita, Handryani; Septiani, Iga; Erlina, Lita
Journal of Islamic Economics Management and Business (JIEMB) Vol. 3 No. 1 (2021)
Publisher : Prodi Magister Ekonomi Syariah FEBI UIN Walisongo Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21580/jiemb.2021.3.1.7108

Abstract

Purpose – This study aims to measure the effect of service quality on customer loyalty at the Hananiah Tanah Abang store.Method – The sample of this research is 47 respondents at Hananiah shop. Statistical tests were performed using PLS-based Structural Equation Modelling. The validity test uses the loading factor value, while the reliability test uses Cronbach's alpha value, composite reliability and Average Variance Extracted (AVE).Result – (1.) The effect of service quality on employees at the Hananiah Tanah Abang store has a significant effect on customer satisfaction. (2.) The effect of customer satisfaction has a significant effect on customer loyalty. (3.) Customer satisfaction mediates the effect of service quality at Hananiah stores on customer loyalty.Implication – This study can assist businesses to improve their service quality.Originality – This is the first study examining the influence of service quality on customer loyalty with customer satisfaction as a mediation variable.
Co-Authors Januarita, Handryani Septiani, Iga