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Ni Putu Nina Eka Lestari
Universitas Pendidikan Nasional
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Journal : EKONOMIKA45

 1 
Peran Kepuasan Pelanggan sebagai Mediasi Pengaruh Kualitas Pelayanan terhadap Loyalitas Pelanggan: Studi Kasus pada Kaluma Casual Dining & Bar I Kadek Pasek Juniarta; Ni Putu Nina Eka Lestari
EKONOMIKA45 :  Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan Vol. 13 No. 1 (2025): Desember : Jurnal Ilmiah Manajemen, Ekonomi Bisnis, Kewirausahaan
Publisher : Fakultas Ekonomi Universitas 45 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30640/ekonomika45.v13i1.5281

Abstract

In today’s intensely competitive casual dining market, “good” service alone is insufficient to secure loyalty; loyalty is forged through genuinely satisfying experiences. This study examines customer satisfaction as a mediator linking service quality to customer loyalty at Kaluma Casual Dining & Bar, Sanur. A quantitative design was employed with 120 respondents (purposive sampling, ages 17–55). Data were gathered via a 5-point Likert questionnaire and analyzed using PLS-SEM (SmartPLS 4.1.1.4). Results indicate: (1) service quality → customer satisfaction is positive and significant (β=0.623; p<0.001); (2) customer satisfaction → loyalty is significant (β=0.615; p<0.001); (3) the direct path service quality → loyalty is positive but not significant (β=0.149; p=0.052); and (4) customer satisfaction significantly mediates the effect of service quality on loyalty (indirect effect β=0.383; p<0.001). Theoretically, the findings reinforce SERVQUAL and the Disconfirmation Paradigm by showing that loyalty emerges via satisfaction rather than from perceived quality alone. Managerially, firms should prioritize consistent delivery across reliability, responsiveness, assurance, empathy, and tangibles to maximize satisfaction—the psychological bridge—to sustained revisit intention, positive word-of-mouth, and customer commitment.
Co-Authors A.A.N. Oka Suryadinatha Gorda Alfon Syaputra Alit Sumantri Anak Agung Ayu Ngurah Tini Rusmini Gorda Anak Agung Gde Agung Angga Atmaja Anak Agung Ngurah Bagus Narendra Anak Agung Ngurah Eddy Supriyadinata Gorda Anggada Hardoyogi Tampubolon Budi Yanto, Budi Darmayanti, Ni Putu Desy Desak Made Sukarnasih Dewi, Ni Kadek Kirana Iswari Dhuaja, Ida Bagus Ary Indra Diantini Suwena Dwisuardinata, Ida Bagus Nyoman Gde Sri Darma Gede Parama Putra Sukadana, Putu Gede Sri Darma Gorda, A.A.A. Ngr Sri Rahayu I Dewa Ketut Gede Prabawa I G. N. Oka Ariwangsa I Gede Eka Sanjaya Harta I Gusti Ayu Ary Ratih I Gusti Ayu Ary Ratih I Gusti Ayu Ratih Swandewi I Gusti Ayu Tirtayani I Gusti Ngurah Widya Hadi Saputra I Kadek Ery Pradnyantara I Kadek Pasek Juniarta I Kadek Rahyudi Sukarta I Ketut Sudama I Made Chandra Mandira I Made Gita Rivaldo I Made Suidarma I Nyoman Arta Yasa I Nyoman Rasmen Adi I Nyoman Sunarta I Nyoman Taun I Putu David Aritona Ida Bagus Nyoman Dwisuardinata Ida Bagus Raka Suardana Ida Bagus Teddy Prianthara Jyotisanta, Gde A. Prabhawatya Kadek Bagus Putra Permana Karna, I Gede Phio Ananta Ketut Pramaini Komang Sri Widiantari Komang Widhya Sedana Putra P Kurniawan, I Made Rai Yoga Made Kembar Sri Budhi Made Mulyadi Made Nidya Lestari Karma Manuaba, Ida Bagus Agung Andi Bhisma Ni Kadek Suryani Ni Ketut Elly Sutrisni, Ni Ketut Elly Ni Luh Sri Wulantari Dewi Ni Nyoman Reni Suasih Ni Putu Ayu Ira Rianti Ni Putu Desy Widiari Ni Putu Dian Puspana Dewi Ni Putu Nina Wartika Dewi Ni Wayan Lasmi Ni Wayan Yuli Yudianti Nilna Muna Nuraga, Ketut Nyoman Djinar Setiawina Parasari, Nyoman Sri Manik Permana, Kadek Bagus Putra Pika, Putu Ayu Titha Paramita Prawitasari, Putu Putri Prayogi, Putu Rages Anantha Riyo Putu Bagus Wedanta Prasetia Putu Eka Artha Pratama Putra Putu Galih Jananuraga Putu Sri Arta Jaya Kusuma Putu Viona Nita Putri Rahayu, Ni Putu Febri Lintang Ratih, I Gusti Ayu Ary Sagung Sanjani Bintang Prastiti Sari, Putu Ratna Juwita Satya Dewi, Putu Akila Chandra Setianingsih, Made Apriani Siangan, Ida Bagus Gede Bajra Sumantri, Alit Sunia, I Wayan Supriyadinatha G, A A Ngr. Eddy Suryadinatha G, A A Ngr. Oka Wijaksana, I Gede Nelza Wijaya, Gede Crisna Wirsa, I Nengah Wulandari, Gusti Putu Mutia