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Dadan Abdul Aziz Mubarok Dadan Abdul Aziz Mubarok
Universitas Indonesia Membangun Bandung, Jawa Barat, Indonesia
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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 Akbar, Ridho Riadi Andre Suryaningprang Anjani, Deliana Septi Aprilliani, Pritta Arie Hendra Saputro 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 Dinda Fitriya Nurazyka Erika Hartina Erna Herlinawati Fanji Wijaya Fauziah, Ninda Febriyanti, Karina Fina Fahrina Fahrunisa Fitri Julianti Gurawan Dayona Ismail Gustami, Alifia Dwi Hajar, Asri Shopiatul Handayani, Tias Ratna Helinawati, Erna Indri Theresa Sitohang Ismail, Gurawan Dayona Jajat sudrajat Jaya, Rama Chandra Karamang, Ezra Karimah Azzahra, Waffa Kleofas Sumaler Listri Herlina Muhamad Rizki Pratama Muhammad Bayu Mujahid, Habib Amir Mukti Ali, Mochammad Muttaqin, Ridlwan Nafisah, Zian Neng Rosmiati Niken Annisa Zulkarnaen Nunung Ayu Sofiati (Efi) Nur Solehah Nuradina, Kartika Nurul Fadli, Ahmad Mukhlis Nurwidyani, Sabrina Eka Oktapian, Elsa Palupi Permata Rahmi Pramitha, Adila Prasetiyo, Wildan Guretno Putri Ermawan, Amanda Putri, Dea Anisa Putri, Rizka Ardlia R. Rheina Amalina Iskandar Rama Chandra Jaya Ramadillah, Tsara Khalistha Ramdan, Ahmad Taufiq Maulana Recky, Recky Riadi, Ridho Rikko Oktaviano Baktiar Rima Nurul Afifah Rimayani, Rimayani Riyandi Nur Sumawidjaja Rizki Fathurrahman Septian saniyyah, seli Sari, Lita Adhitya Sastri, Prinska Damara Satrio Rahardi Sayyidinaa Zahra Ridha Pramitha Sihaloho, Monika Siti Nurjannah Siti Sarah, Siti Sofiati, Nunung Ayu Sujatmika, Dendi Sumawidjaya, Riyandi Nur Syahputra, Fadli Angga Reza Syamsul Bachri Syarif, Devyanthi Tawaqal, Rizki Surya Tjipto Sajekti 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