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All Journal JURNAL SAINS PEMASARAN INDONESIA Diponegoro Journal of Management Media Ekonomi dan Manajemen Jurnal Ilmiah Ekonomi Islam EKONOMIS : Journal of Economics and Business Jurnal Organisasi Dan Manajemen Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan DIJB (Diponegoro International Journal of Business) International Journal of Economics, Business and Accounting Research (IJEBAR) Jurnal Ilmiah Edunomika (JIE) International Journal of Economics Development Research (IJEDR) Indicators : Journal of Economic and Business Asian Management and Business Review Multidiciplinary Output Research for Actual and International Issue (Morfai Journal) Proceeding of the International Conference on Family Business and Entrepreneurship (ICFBF) Industrial Research Workshop and National Seminar Journal of International Conference Proceedings e-Jurnal Apresiasi Ekonomi Research Horizon Economic and Business Horizon
I Made Sukresna
Departemen Manajemen Fakultas Ekonomika Dan Bisnis Universitas Diponegoro
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Journal : International Journal of Economics Development Research (IJEDR)

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The Effect of Service Quality and Product Excellence on Customer Satisfaction and Loyalty Nugroho, Zahra Dini; Sukresna, I Made
International Journal of Economics Development Research (IJEDR) Vol. 6 No. 6 (2025): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v6i6.9991

Abstract

The increasingly intense competition in the banking industry and shifts in customer behavior driven by rapid digitalization have made service quality and product excellence critical factors in maintaining customer satisfaction and loyalty. Bank Mandiri Semarang Pemuda Area, as a service unit with high transaction volumes and diverse customer characteristics, must ensure that its services and products consistently meet customer needs and expectations. This study aims to examine the influence of service quality and product excellence on customer loyalty, with customer satisfaction serving as a mediating variable. A quantitative approach with an explanatory research design was employed, involving active customers selected through purposive sampling. Data were analyzed using structural equation modeling with AMOS software. The findings indicate that service quality and product excellence positively influence customer satisfaction. While service quality does not directly affect customer loyalty, product excellence shows a direct positive relationship with loyalty. Customer satisfaction plays a key mediating role and emerges as the most important factor in strengthening customer loyalty. These results highlight the strategic importance of improving both service delivery and product attributes to enhance customer satisfaction, which in turn fosters long-term loyalty in the banking sector.
Co-Authors Abdillah, Aris Abdulghani, Zaki Abrari, Fuad Aflit Nuryulia Praswati Ahyar Yuniawan Al Caesar, M. Rizky Augusty Tae Ferdinand Azra Rafi Nur Asy'ari Bintoro, Bintoro Chandra Dewi, Maharsiwi Diah Christyawan, Harry Dani, Akhmad Nur Dewi, Ade Puspita Dhikriyah, Laeli Dinata, Amet Candra Dita Monica Sekarini, Dita Monica Edy Rahardja Ekaputri, Alya Maherka Elmer Hafiizh Fernaldi ERIC GUNAWAN Farida Indriani Faturrazaq, Ramadhani Aulia Fernaldi, Elmer Hafiizh Fikri, Raden Muhammad Mukhlis Fitria Ridho Utami Fitriana, Diana Gunawan, Muhammad Arief Gunawan, Vanessa Cahyani Hapsari, Yunita Chandra Hari Basuki Harry Soesanto Hidayat, Dayu Nur Hikami, Syaroful Imroatul Khasanah Intan Shaferi Irawan, M. Felik Ferdy Irfan Affandi Jamhari Jamhari Kurniawan, Novan Laras Dipta Sri Ida Susilowati Mahfudz Mahfudz Mahfudz Mardiyah, Meicicho Mikina, Jesca Edward Muhammad Mirza Maulana Nafisa, Jihan Nagara, Agung Satya Najib, Muhammad Alfiyan Nalal Muna Naufaldy, Iqbal Nazareth, Mega Nugroho, Zahra Dini Octavian, Yayan Oktav, Riyandika Pamungkas, Brian Putra Pangestu MT, M. Adjie Perkasa KS, Nicholas Anggada Pragunadi, Nindita Gabriele Pramudhita, Abimanyu Cahya Primandesera, Andika RA Nur Amalina, RA Nur Rahman, Yuwanda Ratna, Maria Moniqua Restiandi, Andri Rijal, Khusnur Rio Dhani Laksana Riyan Indra Pramana, Riyan Indra Salsabella, Shella Santoso, Wibowo Iman Satyarini, Yuane Selestio, Robby Setiawan, Annisaa Nabhila Simanjuntak, Mariana Simbolon, Nathalia Rouli Sugiharto, J. Sugiono Sugiono Sukaryono, Adilaksana Suratin, Mochammad Susilo Toto Raharjo Sutanto, Inggrid Benedicta Sutopo Sutopo Syarifudin, Faiz Syuhada Sufian Tamara Citra, Tamara Tri Astuti, Atik Rahmawati Utami, Fitria Ridho Utomo, Bagus Satrio Wardhani, Hernita Wisnu Wibawa, Hanasta Toar Widhi Pangestuti, Aisah Widoningrum, Luluk Nastiti Willi Agung Prabowo Yudhistira Riza R Yuko, Mohammad Yunita Budi Rahayu Silintowe