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All Journal Media Bina Ilmiah Jurnal Mahasiswa Entrepreneur
Zahroni, Zahroni
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Humanities Economics, Econometrics & Finance Electrical & Electronics Engineering Social Sciences Other

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BUILDING CUSTOMER LOYALTY THROUGH SERVICE QUALITY AND CUSTOMER SATISFACTION: AN EMPIRICAL STUDY AT PT IPC TPK TANJUNG PRIOK Alfi Kamil Rafi; Zahroni, Zahroni; Lira Agusinta; Edhie Budi Setiawan; Sandriana Marina
Media Bina Ilmiah Vol. 19 No. 12: Juli 2025
Publisher : LPSDI Bina Patria

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Abstract

This study examines the effect of service quality—comprising the dimensions of resources, outcomes, processes, management, and image—on customer loyalty at PT IPC TPK Tanjung Priok, with customer satisfaction as a mediating variable. The research is motivated by suboptimal service delivery, weak regulations, limited satisfaction surveys, and inconsistent prior findings. A descriptive–causal quantitative design was applied to 107 purposively selected port service users, who completed a structured questionnaire. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). Results indicate that all five service quality dimensions jointly and significantly shape perceived service quality (significant of outer loading, non-multicollinearity, and strong redundancy result). Furthermore, service quality has a very strong positive effect on customer satisfaction, and customer satisfaction fully mediates the relationship between service quality and customer loyalty in this research. These findings affirm that enhancing loyalty can be achieved only through the improvement of satisfaction. Practically, port management should upgrade facilities and staff competencies, optimize operational processes, strengthen management practices, and build institutional image to foster long-term satisfaction and loyalty.
PENGARUH KERAGAMAN PRODUK TERHADAP MINAT BELI KONSUMEN PADA CAFE AMIRAH DI SITUBONDO DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING Zahroni, Zahroni; Arief, Muhammad Yahya; Praja, Yudha
Jurnal Mahasiswa Entrepreneurship (JME) Vol 1 No 10 (2022): OKTOBER 2022
Publisher : Fakultas Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (633.446 KB) | DOI: 10.36841/jme.v1i10.2255

Abstract

Marketing management can be defined as the analysis, planning, implementation and control of programs designed to create, build and maintain profitable exchanges with target markets with a view to achieving organizational goals. The purpose of this study was to analyze and examine the effect of product diversity on consumer buying interest at Cafe Amirah in Situbondo with consumer satisfaction as an intervening variable. The population in this study are consumers of Cafe Amirah, Situbondo Regency. The sampling technique was determined by the simple random sampling method. Data analysis and hypothesis testing in this study used the Structural Equation Model-Partial Least Square (PLS-SEM). The results of the direct influence hypothesis test using the Smart PLS 3.0 application, indicate that product diversity has a significant effect on consumer satisfaction. Product diversity has a significant effect on consumer buying interest. Consumer satisfaction has a significant effect on consumer buying interest. Product diversity has a significant effect on consumer buying interest through consumer satisfaction.
Co-Authors Agusinta, Lira Alfi Kamil Rafi Arief, Muhammad Yahya Edhie Budi Setiawan Sandriana Marina Yudha Praja, Yudha