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Ade Octavia
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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 Titi Nifita AGESHA MARSYAF Agus Solikhin, Agus Agus Syarif Ajizah, Nur Akhmad Habibi, Akhmad AKHMAD IRWANSYAH SIREGAR Albetris Amir Husni Andang Fazri Ardi Novra Ardiyaningsih Puji Lestari Aulia Putri Anwar Dahmiri Dedy Setiawan Dwi Kurniawan, Dwi Dylan Al Muzzaky, Ahmad Edward Edward Elwamendri Enggrani Fitri , Lucky erida erida Erwita Dewi F. Husni Hasbullah, F. Husni Firdaus Firdaus Fitriaty, Fitriaty Fitriyani Putri, Sherli Fuad Muchlis Garry Yuesa Rosyid Hapzi Ali Harto, Muji Heriberta Heriberta Hidayah, Zainur Hutajulu, Daniela Setiani Ida Masriani, Ida Idham Khalik, Idham Ihkam, Febrianto Al Ingepuri, Pebriana Is, Asnawati johannes johannes Johannes Simatupang Johni Paul Karolus Pasaribu Kennis, Veni Levi Febri Damayanti Lucky Enggrani Fitri Machpuddin, Asep Meilina, Dira Muraddin, Zulkifli musnaini musnaini Muspawi, Muspawi Nastavira Izmi, Inggrid NOVITA EKASARI Novita Sari Nurhidayat, Prasetyo Octora, Shinta Pasya, Arobi Prastia, Budi Pratiwi, Hesty Indah Putri, Bella Maysi Rajagukguk, Iswento Rizki Manarissar Ridhwan Ridhwan, Ridhwan Ridwan, Ridwan Rina Mardiana Rizky Eka Putra, Rizky Eka Rosyid, Garry Yuesa Rusita, Dea Sadzali, Asyhadi Mufsi Saputra, Farhan Shofia Amin Sigit Indrawijaya Sihombing, Jul Kono Siregar, Ade Per Siregar, Ade Perdana Siswahyudianto Sry Rosita Surya Hartati, Dwi Suswita Roza Suswitaroza - syahmardi yacob Sylvia Kartika Wulan Bhayangkari Tona Aurora Lubis Utama, Achmad Nur Budi Widiasturi, Fitri Yayuk Sriayudha Yenny Yuniarti Yuesa Rosyid, Garry Zulfanetti Zulfanetti Zulfanetti, Zulfanetti Zulfina Adriani