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januarianta, I Kadek
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Library & Information Science Social Sciences

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The Role Of Customer Satisfaction In Mediating The Influence Of Service Quality And Price On Customer Loyalty In Retail Companies Setini, Made; januarianta, I Kadek; indiani, ni luh putu; Putra, Ida bagus udayana
International Journal of Management and Digital Business Vol. 4 No. 2 (2025)
Publisher : Asosiasi Dosen Peneliti Ilmu Ekonomi dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54099/ijmdb.v4i2.1597

Abstract

The retail sector has an important role in the economy, including in Klungkung Regency which shows rapid growth in the number of modern retailers. Fierce competition and shifting consumer behavior demand retail companies to focus on customer retention efforts. Customer loyalty is an important strategic asset for business sustainability, so a study of customer loyalty in the Klungkung retail sector needs to be carried out. This study aims to analyze the influence of service quality and price on customer loyalty with customer satisfaction as a mediating variable in retail companies in Klungkung Regency.The population of this study is all consumers who shop at retail companies in Klungkung Regency. The sample used was 102 respondents from consumers in retail companies in Klungkung Regency. The data collection method is to use a survey ketode with a questionnaire as a research instrument. The analysis technique used to answer the hypothesis is inferential statistical analysis using Partial Least Square (PLS). The results of the study found that service quality has a significant positive effect on customer loyalty, price has a significant positive effect on customer loyalty, service quality has a significant positive effect on customer satisfaction, price has a significant positive effect on customer satisfaction, customer satisfaction has a significant positive effect on customer loyalty, customer satisfaction is able to mediate part of the relationship between service quality and customer satisfaction. customer loyalty, and customer satisfaction are able to mediate part of the price relationship to customer loyalty in retail companies in Klungkung Regency.
Co-Authors Ida Bagus Udayana Putra Ni Luh Putu Indiani Setini, Made