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Contact Name
Muhamad Farhan
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INDONESIA
JISSS : Journal of Islamic Studies and Social Science
Published by Madani Connection
ISSN : -     EISSN : 3089221X     DOI : https://doi.org/10.64019/jisss.v1i1.4
Journal of Islamic Studies and Social Science (JISSS) is affiliated with MADANI Connection. The journal is published regularly twice a year (June and December). The main objective of JISSS is to publish original research and reviews relevant to the multidisciplinary study of Islamic Studies and Social Sciences. The journal focuses on social issues of religion, communication and broadcasting, anthropology and civilization, sociology, sociology of education, economics, sociology of marketing, corporate social responsibility (CSR), social welfare, law, social justice, gender justice, psychology, philosophy, and so on. Therefore, this journal kindly calls for the scholars, researchers, and practitioners to submit the best article of research publication to online submission by clicking here. This journal is open-access which means everyone can access it both individuals and institutions for free. Users will be allowed to read, download, copy, distribute, produce, create links from the articles, or use for academic writing under the conditions of publication ethics.
Articles 21 Documents
The Effect of Product Quality and Service Quality on Customer Loyalty at PT Asuransi Candi Utama Mediated by Customer Satisfaction Puji Lestari; Imam Wibowo; Saoloan Samosir, Partogi
Journal of Islamic Studies & Social Science Vol. 2 No. 1 (2025): Journal of Islamic Studies & Social Science (JISSS)
Publisher : Madani Connection

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.64019/jisss.v2i1.68

Abstract

This study aims to: 1) examine the effect of product quality on customer satisfaction, 2) examine the effect of service quality on customer satisfaction, 3) examine the effect of product quality on customer loyalty, 4) examine the effect of service quality on customer loyalty, 5) examine the effect of customer satisfaction on customer loyalty, 6) examine the effect of product quality on customer loyalty through customer satisfaction, and 7) examine the effect of service quality on customer loyalty through customer satisfaction. The research was conducted at PT Asuransi Candi Utama with a sample of 92 respondents selected using incidental sampling technique. Data analysis methods include descriptive analysis and path analysis. The results show that: 1) product quality has an effect on customer satisfaction, 2) service quality has an effect on customer satisfaction, 3) product quality has an effect on customer loyalty, 4) service quality has an effect on customer loyalty, 5) customer satisfaction has an effect on customer loyalty, 6) product quality has no effect on customer loyalty through customer satisfaction, and 7) service quality has no effect on customer loyalty through customer satisfaction. Customer satisfaction does not mediate the relationship between product quality and service quality on customer loyalty. These findings imply that in the context of the insurance industry, strengthening product and service quality remains a key factor in building customer loyalty, even though satisfaction has not been proven to be a significant mediator.

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