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All Journal Jurnal Manajemen Terapan dan Keuangan Jurnal Paradigma Ekonomika MIX : Jurnal Ilmiah Manajemen Jurnal Ilmiah Universitas Batanghari Jambi Jurnal Kebijakan Perikanan Indonesia JURNAL MANAJEMEN PENDIDIKAN Jurnal Ilmu Manajemen, Ekonomi dan Kewirausahaan Keizai Journal of Business Studies and Management Review EJOIN : Jurnal Pengabdian Masyarakat Innovative: Journal Of Social Science Research Jurnal Media Akademik (JMA) Jurnal Pengabdian Masyarakat Horizon: Indonesian Journal of Multidisciplinary International Journal of Economics, Business and Innovation Research
Andang Fazri
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Religion Agriculture, Biological Sciences & Forestry Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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Dampak Kualitas Layanan dan Kualitas Produk Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah PT Asuransi Jiwa BCA Life di Provinsi Jambi Putri, Bella Maysi; Octavia, Ade; Fazri, Andang
HORIZON: Indonesian Journal of Multidisciplinary Vol. 4 No. 3 (2026): HORIZON: Indonesian Journal of Multidisciplinary (In-Press)
Publisher : Lembaga Intelektual Muda (LIM) Maluku

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54373/hijm.v4i3.5373

Abstract

This study employs a quantitative approach with the aim of analyzing the influence of service quality and product quality on customer loyalty, with customer satisfaction serving as the intervening variable. The study was conducted among customers of PT Asuransi Jiwa BCA Life in Jambi Province. The independent variables in this study include service quality and product quality; the dependent variable is customer loyalty; and customer satisfaction acts as the intervening variable. Data collection was conducted by distributing questionnaires to customers who served as research respondents. The questionnaire was designed using a Likert scale to measure respondents’ perceptions of each indicator for service quality, product quality, customer satisfaction, and customer loyalty. The data obtained are primary data collected directly from the respondents. Data analysis was performed using the Partial Least Squares-based Structural Equation Modeling (SEM-PLS) method with the SmartPLS software. The analysis stages included testing the outer model to assess the validity and reliability of the research instruments, as well as testing the inner model to analyze the relationships between variables and test the research hypotheses. A test of the mediating effect of customer satisfaction was conducted to determine its role in mediating the influence of service quality and product quality on customer loyalty.
Co-Authors Ade Octavia Al-Shehari, Azzam Ali Mohammed Hazea Alfian, Egi Rama Ali Suman Aminart, Sintia Armawati, Yulis B, Sylvia Kartika Wulan Bastian, Eriko Fedrick Bela Septia Ningsih Ervina Oktavia Rizki F. Husni Hasbullah, F. Husni Faisal Riza, Faisal Fitriaty, Fitriaty Gufron Harto, Muji Hendryaldi, Hendryaldi Ida Masriani, Ida Ihkam, Febrianto Al Irmanelly, Irmanelly Januardi, Kristanto Johannes johannes johannes Khotib, Wahyudil Korta, Omar Krisito, Renol Elmi Kurniawan, Adli M. Sophan Jamil Mala Fithriani Aira, Dian Muhammad Haris Saputra Muhammad Ridwansyah musnaini musnaini Nesa, Neda Wiliya Putri, Bella Maysi Rusita, Dea Rusman Seftiani, Azia Siagian, Sahat Parulian Sry Rosita Susi Desmaryani, Susi Tona Aurora Lubis Waehama, Firadao Wilda Julianti Yacoob, Zulnaidi Yenny Yuniarti Yuliusman Zulfina Adriani