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Astrie Arichristyna
PT. Mitra Adiperkasa
Economics, Econometrics & Finance Social Sciences

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THE ROLE OF SATISFACTION AS MEDIATING FACTOR BETWEEN PERCEIVED SERVICE QUALITY AND LOYALTY Astrie Arichristyna; Andy Susilo Lukito Budi
Journal of Management and Business Vol 11, No 2 (2012): SEPTEMBER 2012
Publisher : Department of Management - Faculty of Business and Economics. Universitas Surabaya.

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (12586.104 KB) | DOI: 10.24123/jmb.v11i2.213

Abstract

This study introduces satisfaction as a mediating factor between perceived service quality and customer loyalty. To confirm its role as a mediator, this study compared results between the no use and the use of satisfaction in a model. This study takes 155 customers of a bakery branch located in Jakarta respondents and this study uses path analysis technique to measure the mediating effect. The result shows that satisfaction mediates nicely to the model and while it plays as a mediating factor, perceived service quality significantly affect to customer loyalty with indirect relationship. The comparison result with the no-use of mediating factor shows that the role of satisfaction as mediating factor increases the power or explanation.
Co-Authors Andy Susilo Lukito Budi