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Heskyel Pranata Tarigan
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Jurnal Ekonomi Islam, Akuntansi, dan Manajemen
Published by Utami Publisher
ISSN : -     EISSN : 30646014     DOI : https://doi.org/10.70963/jeiam
Core Subject : Economy,
Economics, Econometrics & Finance
Ekonomi Islam: Pembahasan mengenai sistem ekonomi yang sesuai dengan prinsip syariah, keuangan Islam, zakat, wakaf, dan berbagai model bisnis berbasis Islam. Akuntansi Syariah: Pelaporan keuangan, audit, dan sistem akuntansi yang mendukung transparansi dan kejujuran dalam praktik ekonomi Islam. Manajemen: Strategi manajemen bisnis yang efektif dan efisien dalam kerangka etika Islam serta pengembangan sumber daya manusia berbasis syariah.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 42 Documents
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The Influence of Service Quality and Product Quality on Repeat Purchase Decisions Through Customer Satisfaction as an Intervening Variable at UD Wijaya as a Rice Supplier in Dlanggu Mojokerto Syamsudin Wijaya; Toto Heru Dwihandoko; Eny Setyariningsih
Jurnal Ekonomi Islam, Akuntansi, dan Manajemen Vol. 2 No. 4 (2026): Agustus
Publisher : Utami Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70963/jeiam.v2i4.916

Abstract

Competition among rice suppliers requires firms to maintain service and product quality so that customers continue to repurchase. Usaha Dagang Wijaya in Dlanggu, Mojokerto faces competitive pressure from suppliers offering similar products; therefore, customer retention depends on consistent transaction experiences and products that meet expectations. This study analyzes the effects of service quality and product quality on repurchase decisions, both directly and through customer satisfaction as an intervening variable. A quantitative correlational approach was applied to a population and census sample of 80 regular customers. Data were collected through questionnaires, observation, and documentation, then analyzed using two multiple linear regression equations and the Sobel test. The results show that service quality significantly affects customer satisfaction, with a t value of 2.015 and a significance level of 0.047, while product quality significantly affects customer satisfaction, with a t value of 5.090 and a significance level of 0.000. Service quality, product quality, and customer satisfaction also significantly affect repurchase decisions, with t values of 2.358, 1.993, and 2.020, respectively. The model explains 33.0 percent of the variation in repurchase decisions. However, the Sobel test indicates that customer satisfaction does not mediate the effect of service quality or product quality on repurchase decisions because the Sobel statistics are 1.42 and 1.88, both below 1.96. These findings indicate that service and product quality primarily influence repurchase decisions through direct effects rather than through customer satisfaction as a mediating mechanism.
The Influence Of Service Quality And Price On Customer Loyalty Through Customer Satisfaction As An Intervening Variable For Wahana .Net Customers In Mojokusumo Village, Kemlagi District, Mojokerto Regency Sigit Priambodo; Toto Heru Dwihandoko; Eny Setyariningsih
Jurnal Ekonomi Islam, Akuntansi, dan Manajemen Vol. 2 No. 4 (2026): Agustus
Publisher : Utami Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70963/jeiam.v2i4.917

Abstract

PCompetition among internet service providers requires companies to retain customers through reliable service quality, appropriate pricing, and satisfactory service experiences. This study aims to analyze the effects of service quality and price on customer loyalty, both directly and through customer satisfaction as an intervening variable among Wahana.Net customers in Mojokusumo Village, Kemlagi District, Mojokerto Regency. A quantitative approach was applied using a correlational design and descriptive analysis. The population consisted of 97 permanent customers, all of whom were included through saturated sampling. Data were collected through questionnaires, observation, and literature study and analyzed using two multiple linear regression equations and the Sobel test. The results show that service quality significantly affects customer satisfaction, with a t-value of 4.117 and a significance level of 0.000, while price significantly affects customer satisfaction, with a t-value of 6.166 and a significance level of 0.000. Service quality does not have a significant direct effect on customer loyalty, with a significance level of 0.226, and price also has no significant direct effect, with a significance level of 0.802. In contrast, customer satisfaction significantly affects customer loyalty, with a t-value of 4.444 and a significance level of 0.000. The Sobel test confirms that customer satisfaction mediates the effect of service quality on loyalty with a value of 3.01 and mediates the effect of price on loyalty with a value of 3.61. These findings indicate that Wahana.Net customer loyalty is primarily strengthened through customer satisfaction as the linking mechanism between service quality and price and customer loyalty.

Page 5 of 5 | Total Record : 42

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