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EXPLORING HOW CUSTOMER SATISFACTION MEDIATES THE IMPACT OF SERVICE QUALITY, PRICING, AND PROMOTION ON LOYALTY AMONG PRODUCTIVE-AGE CONSUMERS: A CASE STUDY AT XYZ CLINIC IN BANJARMASIN Kleofas Sumaler; Dadan Abdul Aziz Mubarok
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 4 No. 9 (2025): AUGUST
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54443/ijset.v4i9.1005

Abstract

This study aims to examine how service quality, price, and promotion influence customer loyalty, with customer satisfaction acting as a mediating variable at XYZ Beauty Clinic in Banjarmasin. A descriptive quantitative approach was applied, using structured questionnaires distributed to 150 respondents who had received services within the past year. Data were analyzed using Structural Equation Modeling with the Partial Least Squares technique. The results show that service quality significantly influences satisfaction, but does not lead to loyalty through satisfaction. In contrast, price and promotion have direct and significant effects on both satisfaction and loyalty. Customer satisfaction does not statistically mediate the relationship between service quality, price, promotion, and loyalty. These findings indicate that customers in the productive age group at XYZ Clinic are more influenced by economic factors and promotional offers rather than emotional satisfaction in forming brand loyalty. This study contributes to understanding the trend of transactional loyalty and highlights the importance of combining emotional connection with clear value propositions to build sustainable loyalty strategies.
Co-Authors Agri Regiansa Ahdiat, Ameilia Destiara Andre Suryaningprang Anjani, Deliana Septi Aprilliani, Pritta Ardinal Djalil Arie Hendra Saputro Benny Bernadus Bernadus, Benny Cahyani, Putri Regita Cecep Saepul Rohman Cecep Saepul Rohman Chandra Jaya, Rama Dalfa Septi Miami Dayan Hakim Natigor Dayona Ismail, Gurawan Dedi Gumilar Detya Wiryany Devyanthi Syarif Dinda Fitriya Nurazyka Erika Hartina Erna Herlinawati Fadilah, Hamidah Fauziah Fanji Wijaya Fauziah, Ninda Fauziyyah, Anggia Nur Fauzy, Ryan Marshal Febriyanti, Karina Fina Fahrina Fahrunisa Fitri Julianti Fitria, Alya Napsi Fitriani, Shilvia Angelina Frans, Raja Gurawan Dayona Ismail Gustami, Alifia Dwi Habib Amir Mujahid Hajar, Asri Shopiatul Hamdani, Deni Hamdani, Erico Handayani, Tias Ratna Hartati, Ria Marlia Helinawati, Erna Helvy Ramadhan Herlianawati, Erna Indri Theresa Sitohang Ismail, Gurawan Dayona Jajat sudrajat Jaya, Rama Chandra Karamang, Ezra Karimah Azzahra, Waffa Kartika Nuradina Kleofas Sumaler Laelasari, Memey Listri Herlina Muhamad Rizki Pratama Muhammad Bayu Mujahid, Habib Amir Mukti Ali, Mochammad Muldiani, Nadia Muttaqin, Ridlwan Nafisah, Zian Neng Rosmiati Niken Annisa Zulkarnaen Nisa, Nina Auliya Nunung Ayu Sofiati (Efi) Nur Solehah Nuradina, Kartika Nuraini, Riska Nurani, Aspi Nurul Fadli, Ahmad Mukhlis Nurwidyani, Sabrina Eka Oktapian, Elsa Oktavia, Siti Nur Haliza Oktaviani, Lina Oktaviani, Vira Rohmania Palupi Permata Rahmi Pramitha, Adila Prasetiyo, Wildan Guretno Prinska Damara Sastri Putri Ermawan, Amanda Putri, Dea Anisa Putri, Rizka Ardlia R. Rheina Amalina Iskandar Rama Chandra Jaya Ramadhan, Rio Ari Ramadillah, Tsara Khalistha Ramdan, Ahmad Taufiq Maulana Recky, Recky Riadi, Ridho Ridho Riadi Akbar Ridlwan Muttaqin Rifqi Farisan Akbar Rikko Oktaviano Baktiar Rima Nurul Afifah Rimayani, Rimayani Riyandi Nur Sumawidjaja Riyandi Nur Sumawidjaja Rizki Fathurrahman Septian Safitri, Yesi saniyyah, seli Sari, Depi Ratna Sari, Lita Adhitya Sari, Putri Amalia Sastri, Prinska Damara Satrio Rahardi Sayyidinaa Zahra Ridha Pramitha Setiawan, Ariq Rifqi Siddiq, Andhika Mochamad Sihaloho, Monika Sinamo, Alexander Patrick Siti Nurjannah Siti Sarah, Siti Sujatmika, Dendi Sumawidjaya, Riyandi Nur Syahputra, Fadli Angga Reza Syamsul Bachri Syarif, Devyanthi Syawaliyah, Shafira Azkia Tawaqal, Rizki Surya Tjipto Sajekti Trijaya, Teguh Ulfa, Nabila Utami, Latifa Alda Waffa Karimah Azzahra Wais Alqorni, Muhammad Zaki Widyastuti Nurmalia Utami Wulan Wulandari Gunawan Yanda Ihza Rizky Yoyo Sudaryo Yulia Putri, Shofa