Pengaruh Kepuasan Pelanggan, Kualitas Pelayanan, dan Kepercayaan Konsumen terhadap Loyalitas Pelanggan melalui Persepsi Nilai sebagai Variabel Mediasi pada Toko Mebel Eldy Jaya Cimohong

Fitri Nurhidayah Zaen (Universitas Muhadi Setiabudi)
Roby Setiadi (Universitas Muhadi Setiabudi)
Andi Yulianto (Universitas Muhadi Setiabudi)
Syariefful Ikhwan (Universitas Muhadi Setiabudi)
Gian Fitralisma (Universitas Muhadi Setiabudi)

CEMERLANG :Jurnal Manajemen dan Ekonomi Bisnis
Vol. 6 No. 4 (2026): November: CEMERLANG : Jurnal Manajemen dan Ekonomi Bisnis

Customer loyalty has become an important indicator of business sustainability, particularly in the furniture retail industry, where purchasing decisions involve long-term evaluation and high consumer involvement. This study examines the effects of customer satisfaction, service quality, and consumer trust on customer loyalty through perceived value as a mediating variable at Eldy Jaya Furniture Store, Cimohong. A quantitative approach was employed using data collected from 200 customers through purposive sampling. Structural Equation Modeling (SEM) based on AMOS version 23 was applied to analyze the proposed model. The findings reveal that customer satisfaction, service quality, and consumer trust significantly influence perceived value. Customer satisfaction, consumer trust, and perceived value also have significant positive effects on customer loyalty. Service quality does not directly affect customer loyalty. Perceived value is proven to mediate the relationships between customer satisfaction, service quality, consumer trust, and customer loyalty. These findings indicate that strengthening customer loyalty requires not only service improvement but also strategies that increase customers' perceived value toward products and services.