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All Journal International Conference on Economics, Management, Business, and Accounting
Dedik Purwanto
Universitas Muhammadiyah Semarang

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The Role Of Customer Satisfaction As Amediation Between The Influence Of Service Quality And Corporate Image On Customer Loyalty Ari Dwi Astono; Dedik Purwanto; Annisa Laillah Raditriya; Alilatulbariza
International Conference on Economics, Management, Business, and Accounting Vol 2 No 1 (2025): International Conference on Economics, Management, Business, and Accounting
Publisher : P3I UMSurabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30651/iconemba.v2i1.30491

Abstract

Loyalty is a customer's commitment to subscribe or repurchase a product or service. Several factors that can foster customer loyalty are service quality, company image, and customer satisfaction. Based on research, there are differences in results found by previous researchers, service quality and company image factors have different influences on loyalty. The purpose of this study is to analyze the influence of service quality and company image on customer loyalty through customer satisfaction. The population in this study were all customers who saved and transacted at least 3 times at the bank and were domiciled in Semarang. Sampling used purposive sampling totaling 96 customers. The analysis used quantitative methods, including validity tests, reliability tests, classical assumption tests, multiple linear regression tests, hypothesis testing, coefficient of determination (R2) and the Sobel test to detect the presence of mediating effects. The results showed that service quality and company image had a positive effect on customer loyalty and based on the Sobel Test, customer satisfaction mediated the influence of company image and service quality on customer loyalty.
Co-Authors Alilatulbariza Annisa Laillah Raditriya