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All Journal Jurnal Manajemen dan Bisnis (Performa) EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Organisasi Dan Manajemen SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan At-Tadbir : jurnal ilmiah manajemen EconBank : Journal Economics and Banking Finansha: Journal of Sharia Financial Management Jurnal Bisnis, Ekonomi, dan Sains
Yenny Maya Dora
Universitas Widyatama
Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Engineering Environmental Science Health Professions Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Medicine & Pharmacology Nursing Public Health Social Sciences Other

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The Influence Of Service Quality And Price On Customer Loyalty Through Customer Satisfaction As Mediation In Customers Of PT. Usaha Tangguh Mandiri Bandung Bella Gitarisa; Yenny Maya Dora
EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Vol 13 No 2 (2025): April
Publisher : UNIVED Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37676/ekombis.v13i2.7516

Abstract

This study aims to evaluate the influence of service quality and price on customer loyalty, with customer satisfaction as a mediating variable, at PT Usaha Tangguh Mandiri, a food distribution company. A quantitative approach was employed in this research, with data collected using a 5-point Likert scale questionnaire. The sample consisted of 72 respondents who are active customers of the company. Data analysis was conducted using the Partial Least Squares (PLS) method with the assistance of SmartPLS 4.0 software. The analysis results indicate that price has a significant impact on customer satisfaction, while customer satisfaction positively influences customer loyalty. Additionally, service quality was found to have a direct significant effect on customer loyalty. However, the study did not find a significant influence of service quality on customer satisfaction, price on customer loyalty, or the mediating effect of customer satisfaction in the relationship between service quality and price on customer loyalty. These findings provide valuable insights for the company in formulating more effective marketing strategies to enhance customer loyalty, focusing on elements that have a significant impact.
Co-Authors Andy Ismail Asep Sudrajat Bella Gitarisa Cania - Sukma Cania Sukma Dewi Dwinto Martri Aji Buana Ifa Latifah Ifa Latifah Intan Widuri Sakti Joko Rizkie Widokarti Lanny Oktaviany M. Mustaqim Ramdhany Darmaza Monica Fitriyana Djani Nugraha Saefudin Oktora Yogi Sari Oktora Yogisari Suganda, Uce Karna Sunardi Sembiring Brahmana Yufiansya Fauza Mirad