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All Journal Medika Tadulako Jurnal Riset Manajemen dan Bisnis (JRMB) Fakultas Ekonomi UNIAT Syntax Literate: Jurnal Ilmiah Indonesia Journal of Economic, Bussines and Accounting (COSTING) Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan JURNAL PENDIDIKAN TAMBUSAI The International Journal of Business Review (The Jobs Review) PREPOTIF : Jurnal Kesehatan Masyarakat Dinasti International Journal of Digital Business Management Quantitative Economics and Management Studies Jurnal Cahaya Mandalika Jurnal Manajemen DIVERSIFIKASI Jurnal Ilmiah Ibnu Sina (JIIS): Ilmu Farmasi dan Kesehatan Jurnal Ekonomi, Manajemen, Bisnis dan Akuntansi (JEMBA) International Journal of Advanced Multidisciplinary Jurnal Sosial dan Sains JRAP (Jurnal Riset Akuntansi dan Perpajakan) Jurnal Indonesia Sosial Teknologi Capacitarea : Jurnal Pengabdian Kepada Masyarakat e-Jurnal Apresiasi Ekonomi Jurnal Ilmiah Multidisiplin Indonesia Ekobisman : Jurnal Ekonomi Bisnis Manajemen
Derriawan Derriawan, Derriawan
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Journal : Dinasti International Journal of Digital Business Management

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The Effect of Modernization of Test Equipment, Analyst Competency and Primary Service on Customer Satisfaction and Its Implications on Customer Loyalty Center for Standardization of Services in the Pharmaceutical Chemical and Packaging Industry Services Tua Marpaung, Mangala; Derriawan, Derriawan; Thalib, Supriadi
Dinasti International Journal of Digital Business Management Vol. 6 No. 2 (2025): Dinasti International Journal of Digital Business Management (February - March
Publisher : Dinasti Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/dijdbm.v6i2.4425

Abstract

The aim of this research is to determine and analyze the influence of modernization of test equipment, analyst competency and excellent service on customer satisfaction and its implications for customer loyalty at the Center for Service Standardization for the Pharmaceutical Chemical and Packaging Industry. This research category uses descriptive methods with a quantitative method approach. The sampling technique used purposive sampling with a total sample of 130 respondents. Data collection uses a questionnaire. The data analysis technique uses Structural Equation Modeling (SEM) analysis which is processed with Smart PLS 4.0. The results of the research prove that the variables of modernization of test equipment, analyst competency and excellent service influence customer satisfaction. Then the variables of analyst competency, excellent service and customer satisfaction influence customer loyalty. Meanwhile, modernization of test equipment has no effect on customer loyalty. Intervening test results prove that modernization of test equipment has no effect on customer loyalty through customer satisfaction. Meanwhile, analyst competency and excellent service influence customer loyalty through customer satisfaction. Likewise, complementary customer satisfaction is able to mediate the influence of analyst competence and excellent service on customer loyalty.
Co-Authors Abdul Rahman, Reza Ismail Aninda, Fitri Arissetyanto Nugroho Aritonang, Aritonang DARMANSYAH . Djaddang, Syahril Effendy, Evita Ekfial, Ekfial Endang Etty Merawati, Endang Etty Fitriani, Johana Harahap, Diah Lestari Harimurti Wulanjani, Harimurti Harnovinsah Harnovinsah Hasan, Delina Heni Pujiastuti Ilyas, Muhamad Fiqih Khairina, Putri Rana Kriswisnumurti Lies Putriana Lintang Arum Indahi, Dara Mardiana, Lina Aliyani Maura Linda Sitanggang Nawasiah, Nana Nawawi, Irawati Ni Kadek Doni Novi Yantih Noviandar, Rully Oktaviani , Silvi Malvina Puspita, Bertha Risetyaningsih, Ayunanda Rosikin, Rosikin Salim, Fahruddin Samir, Vivi Fitriyanti Sampurno Sampurno Saragi, Sahat Sari, Lola Fitria Sarnianto, Prih Satria Panji Wijayanto Sihite, Mombang Sinaga, Alex Handani Sri Widyastuti SYAM, M. ARDIANSYAH Thalib, Supriadi Tomayahu, Nur Arih Inkiyiendari Tua Marpaung, Mangala Tuhuloula, Rizal Ulya, Himma Wahono Sumaryono Wijaya, Agustinus Miranda Woroutama, Ryfaldo Wulandari, Rosanna Yuniarto, Aditya Zulkifli Zulkifli Zulkilfi, Zulkilfi