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All Journal Management Analysis Journal JURNAL MANAJEMEN MOTIVASI Journal of Economic, Bussines and Accounting (COSTING) EKUITAS (Jurnal Ekonomi dan Keuangan) Jurnal Ners International Journal Management and Economic (IJME) Media Ekonomi Master: Jurnal Manajemen dan Bisnis Terapan Review of Applied Accounting Research Prosiding University Research Colloquium Jurnal Pendidikan Indonesia (Japendi) IIJSE Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Journal of Ekonomics, Finance, and Management Studies Journal of Society, Community and Business Development
Herni Justiana Astuti
Universitas Muhammadiyah Purwokerto
Religion Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Social Sciences Other

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The Effect of Service Quality, Corporate Image, Customer Trust, Customer Satisfaction, And Customer Experience on Customer Loyalty at PT Pelindo (Persero) (Case Study at Tanjung Intan, Gresik, And Tanjung Perak Port) Puput Tri Hantoro; Herni Justiana Astuti; Erny Rachmawati; Wida Purwidianti
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 8 No 2 (2025): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v8i2.6356

Abstract

This study aims to analyze the effect of service quality, company image, customer trust, customer satisfaction, and customer experience on customer loyalty at PT Pelindo (Persero). The data collection technique uses a purposive sampling method, where the requirement to be sampled is service users who have used PT Pelindo (Persero) services for 1 year. Based on this technique, a sample of 112 respondents was obtained—data analysis using SEM PLS. The results showed that service quality, company image, customer trust, customer satisfaction, and customer experience positively and significantly affect customer loyalty at PT Pelindo (Persero). This study recommends PT Pelindo (Persero) maintain and continue to improve service quality to maintain service user loyalty to compete with TUKS Ports in Indonesia.
Patient Satisfaction is a Mediator of the Relationship between Human Resource Interaction, Service Quality, Trust, and Patient Loyalty Panji Aryandaru; Herni Justiana Astuti; Bima Cinintya Pratama; Muchammad Agung Miftahuddin
Indonesian Interdisciplinary Journal of Sharia Economics (IIJSE) Vol 9 No 1 (2026): Sharia Economics
Publisher : Universitas KH. Abdul Chalim Mojokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31538/iijse.v9i1.8802

Abstract

This study aims to analyze the influence of human resource interaction, service quality, and trust on patient loyalty mediated by patient satisfaction at PKU Muhammadiyah Gombong General Hospital, PKU Muhammadiyah Amanah Sumpiuh General Hospital, and PKU Muhammadiyah Aghisna Kroya General Hospital. This study used a quantitative method with a survey approach, involving 200 patient respondents consisting of 100 patient respondents from PKU Muhammadiyah Gombong General Hospital, 50 patient respondents from PKU Muhammadiyah Amanah Sumpiuh General Hospital, and 50 patient respondents from PKU Muhammadiyah Aghisna Kroya General Hospital, reflecting institutional patient volume differences. Although the overall sample size is adequate for PLS-SEM, the disproportionate allocation across hospitals and the absence of explicit controls for institutional characteristics (such as hospital size, service scope, and patient demographics) may limit the comparability of hospital specific effects and constrain the generalizability of the findings to each organizational context. Respondents filled out a questionnaire related to their perceptions of human resource interaction, service quality, trust, satisfaction, and loyalty. Data were analyzed using the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique with the help of Smart PLS software. The results showed that human resource interaction had no effect on satisfaction. Human resource interaction and service quality also had no effect on loyalty. Service quality and trust had a positive and significant effect on satisfaction. Trust and satisfaction had a positive and significant effect on loyalty. Patient satisfaction could mediate service quality and trust on loyalty. However, it did not for human resource interaction on loyalty.
Co-Authors Anggita Widianingsih Arini Hidayah, Arini Basith Ahnaf Jaler M Bernika Nindya Siwi Bima Cinintya Pratama Dian Widyaningtyas Erna Handayani Erny Rachmawati Erny Rachmawati Fatmah Bagis Fitriati, Azmi Hadi Pramono Hana Pratiwi Heru Wijaya Ihtiar Febrian Putra Nur Akhiddianto Irawan Randikaparsa Luthfi Zamakhsyari M Agung Miftahuddin Maharani Retnaningrum Meydy Fauziridwan Muchammad Agung Miftahuddin Nandang Bekti Karnowati Nandita Rahma Nur Isna Inayati Panji Aryandaru Pujiharto Pujiharto Puput Tri Hantoro Restu Frida Utami Rizaldi Anggito Yudha Stefani Widodo Suryo Budi Santoso Suyoto Suyoto Suyoto Suyoto Wida Purwidianti