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All Journal Jurnal Sistem Informasi, Manajemen, dan Akuntansi (SIMAK)
Sinta, Tri Ayu
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Economics, Econometrics & Finance Mathematics Social Sciences

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The Effect of Service Quality on Customer Satisfaction Mediated by Brand Image and Customer Experience of Indibiz in Palu City Sinta, Tri Ayu; Ponirin, Ponirin; Bachri, Syamsul; Auriza, Mohammad Zeylo
SIMAK Vol. 23 No. 01 (2025): Jurnal Sistem Informasi, Manajemen, dan Akuntansi (SIMAK)
Publisher : Faculty of Economics dan Business, Atma Jaya Makassar University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35129/simak.v23i01.627

Abstract

This study aims to analyze the influence of service quality on customer satisfaction mediated by brand image and customer experience of Indibiz n Palu City. This research employs a quantitative method. The population of the study consists of Indibiz customers at PT Telkom Witel Sulbagteng in Palu City, with a sample size of 105 respondents. Data collection was conducted using a Google Forms questionnaire, and the sampling technique applied was purposive sampling. The data analysis technique used in this study is Partial Least Squares-Structural Equation Modeling (PLS-SEM) with the assistance of SMARTPLS software. The results indicate that the brand image variable does not significantly affect customer satisfaction, while service quality has a significant impact on customer satisfaction, and customer experience also has a significant impact on customer satisfaction. The quality of service mediated by brand image does not have a significant effect on customer satisfaction. The quality of service mediated by customer experience has a significant effect on customer satisfaction.
Co-Authors Mohammad Zeylo Auriza Ponirin Ponirin, Ponirin Syamsul Bachri