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All Journal Jurnal Manajemen dan Agribisnis Jurnal Pustakawan Indonesia JAM : Jurnal Aplikasi Manajemen Indonesian Journal of Business and Entrepreneurship (IJBE) Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal Asia-Pacific Management and Business Application Journal of Humanities and Social Studies Dinasti International Journal of Education Management and Social Science Jurnal Ilmiah Manajemen Kesatuan Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Business Economic, Communication, and Social Sciences Journal (BECOSS) Jurnal Artha Satya Dharma Economicus: Jurnal Ekonomi dan Manajemen INTERNATIONAL JOURNAL OF EDUCATION, INFORMATION TECHNOLOGY, AND OTHERS Indonesian Journal of Multidisciplinary Science Jurnal Pustakawan Indonesia Jurnal Locus Penelitian dan Pengabdian Journal of Social Studies, Arts and Humanities (JSSAH) International Journal Administration, Business & Organization Return : Study of Management, Economic and Bussines Economics and Business Journal Eduvest - Journal of Universal Studies IIJSE Asian Journal of Social and Humanities Epaper Bisnis: International Journal Entrepreneurship and Management International Journal of Economics, Accounting, and Management
Sufrin Hannan
Universitas Pakuan
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Service Quality, Product Quality, and Customer Satisfaction as Predictors of Customer Loyalty: Evidence from an Internet Service Provider in Indonesia Yogo Prawiro Derijo; Agus Setyo Pranowo; Sufrin Hannan
International Journal Administration, Business & Organization Vol 7 No 2 (2026): IJABO
Publisher : Asosiasi Ahli Administrasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61242/ijabo.26.675

Abstract

This study investigates the influence of service quality and product quality on customer loyalty, specifically examining the mediating role of customer satisfaction within the context of an Indonesian Internet Service Provider (ISP). Adopting a quantitative approach, the research utilizes Structural Equation Modeling (SEM) to analyze data obtained through proportional random sampling. The analytical framework incorporates confirmatory factor analysis and Sobel mediation testing to ensure a rigorous evaluation of the proposed model. The findings demonstrate that both service quality and product quality significantly influence customer satisfaction, which in turn serves as a strong predictor of customer loyalty. Furthermore, customer satisfaction is found to partially mediate the relationship between these quality dimensions and loyalty. These results offer theoretical advancement in understanding loyalty formation within emerging digital markets and provide practical guidance for ISPs to enhance retention strategies through integrated quality improvements. This research contributes novel empirical evidence on the joint effects of service and product quality in developing digital service environments, effectively addressing existing literature gaps regarding the mediation mechanisms that drive customer loyalty.
Co-Authors Agref Valendra Putra Agus Setyo Pranowo Albert Apriado Alif, Muhammad Farras Anggi Triantoro Arif Imam Suroso Deyna Dwitama Setiadi Diah Krisnatuti Diani Mustika Prianti Emir Fachry Endah Wal Istanawati Entang, H. M. Fery Siswadi Fina Windayani Gagan Gandara Hannika Fasya Hari Muharam Hari Muharram Hartoyo Hartoyo Hartoyo Hartoyo Hartoyo Hediansyah Horas V Purba, Jan Hutama, Dwinanda Idqan Fahmi Iriandy, Wahyu Jan Horas Vervady Purba Laksono, Gigih Andi Martinus Tukiran Martinus Tukiran Mochamad Deden Sukmana, Mas Mohamad Syamsul Ma’arif Muflihan, Elgin Muhamad Entang Muhammad Rusdi Ridjal Nana Wahyuni Novrian Nurdiniati, Gita Nurul Afiifah Ghifari Piramita, Santi Popong Nurhayati Purba, Jan Horas Vervady Putri Dhika Savitri R. Dikky Indrawan Rachayu, Widhi Rachman, Mohammad Irfan Rafi Dharmawan Rahadean Makhdani Rahmatullah Mubarik Rahmah Nuryani Ratnadianti, Aulia Regina Rumawak, Yerry Gerson ruslan abdul gani ruslan Sanjaya, Irsyad Santi Piramita Savitri, Putri Dhika Shofiyah Rahmah Muthmainnah Siti Hamidah Siti Jahroh Siti Yuningsih Sumantri, Hariyadi Tesar, Mochamad Tresiani, Yunita Dwi Ujang Sumarwan Ultimarchya, Debra Widarma Wijaya, Pantra Wira Pekik Amiruddin Yerry Gerson Rumawak Yogo Prawiro Derijo Yuarry Farradia Yuary Farradia Yudha Heryawan Asnawi Zahid, Rifqi Az