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All Journal Journal of Economic, Bussines and Accounting (COSTING) JER
Ronny H. Walean
Universitas Klabat, Manado, Indonesia
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Service Quality, Product Quality, Customer Satisfaction and Brand Loyalty in E-Commerce: Interplay and Mediation Analysis Ronny H. Walean; Noufer A. Tumbelaka; Nadia C. G. Tumober; Deske W. Mandagi
Journal of Economic, Bussines and Accounting (COSTING) Vol 7 No 6 (2024): COSTING : Journal of Economic, Bussines and Accounting
Publisher : Institut Penelitian Matematika, Komputer, Keperawatan, Pendidikan dan Ekonomi (IPM2KPE)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31539/costing.v7i6.13362

Abstract

This study examines the relationships between product quality, service quality, customer satisfaction, and brand loyalty within the context of e-commerce, with a specific focus on Shopee, a leading e-commerce platform in Southeast Asia. Using a cross-sectional survey design, the research examines the impact of two exogenous variables—product quality and service quality—on customer satisfaction, as well as the mediating role of customer satisfaction in influencing brand loyalty. The research was conducted with 220 respondents and analyzed through Structural Equation Modeling (SEM) using SmartPLS. The findings reveal that both product quality and service quality significantly influence customer satisfaction. However, service quality alone does not have a direct effect on brand loyalty. Importantly, customer satisfaction plays a critical mediating role, especially between service quality and brand loyalty. These results highlight the importance of enhancing customer satisfaction to foster brand loyalty, offering valuable insights for businesses seeking to improve their service offerings and strengthen customer loyalty. The study suggests that companies should prioritize customer satisfaction as a key mediator in their service and quality strategies.
The Influence of Brand Image, Price, and Service Quality on Customer Loyalty Through Customer Satisfaction Paula Sumarandak; Ronny H. Walean
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.1997

Abstract

This study aims to examine the influence of brand image, price, and service quality on customer loyalty at Bakery UNKLAB, with customer satisfaction as a mediating variable. The research focuses on the Indonesian market context, employing a quantitative survey and collecting data from 216 Bakery UNKLAB customers. The data were analyzed using Structural Equation Modeling (SEM) with Partial Least Squares (PLS) to test the hypothesized relationships. The findings reveal that brand image, price, and service quality significantly contribute to customer satisfaction, which in turn strongly and positively affects customer loyalty. Customer satisfaction also serves as a crucial mediator linking these marketing factors to loyalty. These results offer valuable strategic insights for Bakery UNKLAB management in designing marketing policies that emphasize enhancing satisfaction to strengthen consumer loyalty in a competitive market.
The Interplay of Service Recovery on Word of Mouth, Sustainable Brand, and Customer Trust in Banking Cryzelda Minerva Lumbantoruan; Ronny H. Walean; Deske W. Mandagi
Jurnal Economic Resource Vol. 9 No. 1 (2026): October - March
Publisher : Fakultas Ekonomi & Bisnis Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57178/jer.v9i1.2338

Abstract

Customer trust is a fundamental factor in sustaining long-term relationships in the banking sector. However, service failures in digital banking can weaken trust and damage brand perception. This study examines the influence of service recovery on word-of-mouth, sustainable brand perception, and customer trust, and the mediating role of customer trust. Data were collected through a questionnaire survey from 250 banking customers in Manado, Indonesia. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that service recovery significantly influences word-of-mouth and customer trust. Word of mouth also significantly affects perceptions of a brand's sustainability and customer trust. Furthermore, customer trust mediates the relationship between service recovery and sustainable brand. These findings highlight the importance of effective service recovery in strengthening trust, generating positive word-of-mouth, and supporting sustainable branding in the banking industry.
Co-Authors Cryzelda Minerva Lumbantoruan Deske W. Mandagi Nadia C. G. Tumober Noufer A. Tumbelaka Paula Sumarandak