Journal of Artificial Intelligence and Digital Business
Vol. 4 No. 1 (2025): Februari - April

The Influence of Antecedent Dimensions of Service Quality on Customer Satisfaction Towards Customer Loyalty

Bryanviko, Mayrichael (Unknown)
Meitiana, Meitiana (Unknown)
Kristinae, Vivy (Unknown)
Karuehni, Ina (Unknown)

Article Info

Publish Date
26 Apr 2025

Abstract

The purpose of this study was to determine the effect of antecedent dimensions of service quality on customer satisfaction towards customer loyalty at Perumdam Maruang Duhung. The population in this study were customers of Perumdam Maruang Duhung. The sample determination was carried out by multiplying the number of indicators by 5 and obtaining a sample of 80 respondents. The method of data collection was through surveys and distributing questionnaires to consumers as respondents for 1 week. The data analysis technique used was Structural Equation Modeling (SEM) Analysis with Partial Least Square (PLS). The results showed that the variables of Physical Evidence, Responsiveness, Assurance, Reliability, and Empathy had a positive and significant effect on Customer Satisfaction. Customer Satisfaction had a positive and significant effect on customer loyalty.

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Journal Info
Journal of Artificial Intelligence and Digital Business
Website

Abbrev

RIGGS

Publisher

Universitas Pahlawan Tuanku Tambusai

Subject

Computer Science & IT Economics, Econometrics & Finance Electrical & Electronics Engineering Engineering

Description

Journal of Artificial Intelligence and Digital Business (RIGGS) is published by the Department of Digital Business, Universitas Pahlawan Tuanku Tambusai in helping academics, researchers, and practitioners to disseminate their research results. RIGGS is a blind peer-reviewed journal dedicated to ...