Article Per Year (5 Year)
p-Index From 2021 - 2026
1.431
P-Index
This Author published in this journals
All Journal Syntax Literate: Jurnal Ilmiah Indonesia SEIKO : Journal of Management & Business JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Paradoks : Jurnal Ilmu Ekonomi JER
Walean, Ronny H.
Unknown Affiliation
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Mathematics Social Sciences Other

Published : 8 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 2 Documents
Search
Journal : JER

 1 
Service Quality and Brand Trust as Determinants of Customer Loyalty: Mediating Role of Customer Satisfaction Prasetiyo, Budi; Walean, Ronny H.; Mandagi, Deske W.
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.v9i1.1995

Abstract

Service quality and public trust in government institutions have become pivotal themes in modern marketing discourse, particularly as citizens demand greater efficiency and transparency in public service delivery. This study aims to examine the contribution of service quality and brand trust to customer loyalty, with customer satisfaction as a mediating variable, in the context of the One-Stop Integrated Service Center (PTSP) at the Directorate General of Customs and Excise. Employing a quantitative survey design, data were collected from 85 PTSP service users through purposive sampling. The data were analyzed using structural equation modeling (SEM) to test the hypothesized relationships among variables. The results reveal that service quality and brand trust do not have a significant direct effect on user loyalty. However, customer satisfaction mediates the relationship between service quality and customer loyalty. These findings highlight that enhancing service quality remains essential to increasing satisfaction, which, in turn, drives loyalty among public service users. The study contributes to the growing literature on public sector marketing by underscoring the mediating role of satisfaction and by suggesting the development of stronger brand trust strategies to sustain long-term user engagement in government service context.
The Influence of Brand Image, Price, and Service Quality on Customer Loyalty Through Customer Satisfaction Sumarandak, Paula; Walean, Ronny H.
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.
Co-Authors Budi Prasetiyo, Budi Deske W. Mandagi Dungus, Jane Gerungan, Citra Adriana Kawuwung, Lovimaci Jean Laoh, Jangs Nomleni, Biliam Abiyut Rantung, Nancy Margaretha Sumarandak, Paula Supit, Natalia Cindy Christine Yeane Koyongian