Journal of Entrepreneur, Business and Management
Vol 3, No 1 (2025): Journal of Entrepreneur, Business and Management

THE EFFECT OF SERVICE QUALITY ON LOYALTY THROUGH CONSUMER TRUST AND SATISFACTION IN CLASSIC INTERIOR CREATIVE BUSINESSES IN MAKASSAR CITY

Ghinayah, A. Tsamratul (Unknown)
Kurniawaty, Kurniawaty (Unknown)
Nurung, Jumiaty (Unknown)



Article Info

Publish Date
01 Jul 2025

Abstract

This study aims to analyze the influence of service quality on consumer loyalty through trust and satisfaction in Classic Interior's creative business in Makassar City. This study uses a quantitative approach with a survey method of 122 respondents who are consumers of Classic Interior. The data analysis technique used is path analysis to test the direct and indirect influences between variables. The results of the study show that service quality has a positive and significant effect on consumer trust and satisfaction. Consumer trust and satisfaction have also been shown to have a significant effect on consumer loyalty. In addition, service quality has an indirect influence on loyalty through trust and satisfaction, where consumer satisfaction is the most powerful mediator in the relationship. This research emphasizes the importance of service quality improvement strategies that focus on creating consumer trust and satisfaction as a foundation in building long-term customer loyalty.Keywords: Service quality, trust, satisfaction, consumer loyalty, Classic Interior.

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Journal Info

Abbrev

jebm

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

Journal of Entrepreneur, Business and Management is an open access and peer-reviewed academic journal, which is published by Amkop Business School. This Journal is created for publication from the result of research in management, business and entrepreneurship topics. Our Journal have been listed on ...