Customer Satisfaction As Mediation Influence Of Quality Of Service To Customer Loyalty
Author: Astrid Puspaningrum, Indonesia
ABSTRACT
The purpose of this study was to determine the effect of service quality on customer loyalty mediated by customer satisfaction, both direct and indirect influence. This type of research is explanatory research that explains the causal relationship between its variables through hypothesis testing. This study used a sample of 100 respondents, these respondents were individuals who had used the services of J&T Express Malang at least 2 times of use, were aged more or equal to 17 years, and were decision-makers. By using non-probability sampling techniques. Hypothesis testing is done by the T-test and the Sobel test. Data analysis using Partial Least Square (PLS) and assisted by Smart PLS 3.0 software to facilitate research. From the results of this test, it can be concluded that the service quality variable has a positive and significant effect on customer loyalty of J&T Express Malang. The service quality variable has a positive and significant effect on customer satisfaction of J&T Express Malang. Variable customer satisfaction has a positive and significant effect on customer loyalty J&T Express Malang. Service quality variable has a positive and significant effect on customer loyalty of J&T Express Malang City which is mediated by customer satisfaction, with customer satisfaction dominating as partial mediation.