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Review of Management and Entrepreneurship
Published by Universitas Ciputra Surabaya
ISSN : 25483536     EISSN : 25483552     DOI : https://doi.org/10.37715/rme
Core Subject : Economy, Social,
Economics, Econometrics & Finance Social Sciences
Journal of research that examines the theory and application of entrepreneurship, management, and business. Publishing one year is twice, in April and October, by Universitas Ciputra, Review of Management and Entrepreneurship aims to: Promote a comprehensive approach to entrepreneurship, management, and business incorporating viewpoints of different disciplines; Strengthen academic exchange with other institutions; Encourage scientist, practicing entrepreneurs, and others to conduct research and other similar activities.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 111 Documents
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Bridging Clicks and Bricks: How Service Quality Drives Loyalty Through Customer Satisfaction at Uniqlo Indonesia Proboyo, Adelina; Eugene, Gareth; Tjitra, Jennifer
Review of Management and Entrepreneurship Vol. 10 No. 1 (2026): Review of Management and Entrepreneurship
Publisher : International Business Management - Universitas Ciputra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37715/rme.v10i1.6068

Abstract

The increasing competition within the fast fashion industry has heightened the importance of customer loyalty, as it directly contributes to a company’s profitability. One way to foster customer loyalty is by delivering high–quality service through both online and offline channels. Previous studies have shown that customer satisfaction can mediate the relationship between offline service quality and customer loyalty. Building on this, the present study incorporates the online service quality to examine whether customer satisfaction mediates the relationship between both online and offline service quality and customer loyalty. This research focuses on customers of Uniqlo Indonesia and the data were collected via online questionnaires distributed through social media platforms, yielding 74 valid responses. The data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results indicate that customer satisfaction fully mediates the relationship between offline service quality and customer loyalty, however, in the case of online service quality, customer satisfaction does not mediate the relationship, suggesting a direct effect between online service quality and customer loyalty.

Page 12 of 12 | Total Record : 111

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