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Novia Susanti
Program Studi S2 Biomedik, Pascasarjana, Universitas Andalas
Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Medicine & Pharmacology Nursing Physics Public Health Social Sciences Other

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Journal : Jurnal Mahasiswa Entrepreneur

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ANALISIS PENGARUH LOKASI, WORD OF MOUTH, DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA WIRVET PETSHOP SITUBONDO Susanti, Novia; Pramitasari, Triska Dewi; Anshory, Muhammad Iqbal
Jurnal Mahasiswa Entrepreneurship (JME) Vol 4 No 8 (2025): AGUSTUS 2025
Publisher : Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36841/jme.v4i8.6953

Abstract

The increasing trend of keeping pets drives the growth of the pet shop industry, along with public awareness of the importance of animal care. Pet shop marketing management is required to understand customer needs, build trust, utilize digital marketing, and choose strategic locations to create loyalty and competitiveness in an ever-growing market. The purpose of this study was to analyze the Influence of Location, Word of Mouth, and Service Quality on Customer Loyalty, through Customer Satisfaction as an Intervening Variable at Wirvet pet shop in Situbondo. The sampling technique was determined by simple random sampling. Data analysis and hypothesis testing in this study used the Structural Equation Model - Partial Least Square (PLS-SEM). The results of the direct effect hypothesis test using the Smart PLS 3.0 application showed that Location has a positive and significant effect on customer satisfaction. Word of mouth has a positive and significant effect on customer satisfaction. Service quality has a positive but insignificant effect on customer satisfaction. Location has a positive and significant effect on customer loyalty. Word of mouth has a positive but insignificant effect on customer loyalty. Service quality has a positive but insignificant effect on customer loyalty. Customer satisfaction has a positive but insignificant effect on customer loyalty. Location has a positive but insignificant effect on customer loyalty through customer satisfaction. Word of mouth has a positive but insignificant effect on customer loyalty through customer satisfaction. Service quality has a positive but insignificant effect on customer loyalty through customer satisfaction.
Co-Authors , Nursalam, Nursalam Achmad Wahdi Almas, Alifiya Anshory, Muhammad Iqbal Ayuliana Ayuliana Dana, Dana Darmansyah Dewi, Susi Ayuna Didi Sunardi Eka Nurdamayanti Fadillah Fadillah Fahreza Fahreza, Fahreza Farhandika Putra, Farhandika Haryoko, Ugeng Budi HERMAWATI, RAHMI juhaeri, Juhaeri Kai, Meggy Wulandari Kencana, Putri Nilam Kusjono, Gatot Lismiatun, Lismiatun Nadatien, Ima Neva, Neva nurdamayanti, eka Pratiwi , Tiara Fatma Puspitosari, Dewi Retno Ramalis Hakim Rickiy Akbaril Okta Firdaus Septiani, Fauziah Suprianto Suprianto Syahrian, Arsyad Tiara Fatma Pratiwi Tobroni HR, Hakim Triska Dewi Pramitasari Yeni, Fetri