PERAN KEPUASAN PELANGGAN?MEMEDIASI?PENGARUH KUALITAS PELAYANAN?TERHADAP?LOYALITAS PELANGGAN PULL&BEAR KUTA – BALI

Abstract

This study aims to determine the effect of service quality on customer loyalty through customer satisfaction as a mediator. Respondents in this study were customers with a minimum level of education at least high school / equivalent who had conducted transactions at Pull & Bear Kuta - Bali more than once in the past year. The research sample was determined by 105 respondents using a sampling technique that is purposive sampling technique. The analysis technique used in this study is path analysis with classical assumption and Sobel test. The results of this study indicate that service quality has a positive and significant effect on customer satisfaction and loyalty, customer satisfaction has a positive influence on customer loyalty, and customer satisfaction is positively and significantly mediates the effect of service quality on customer loyalty. These results confirm that the company is expected to pay attention to the quality of service to improve customer satisfaction so as to create a sense of customer loyalty.
 Keyword: service quality, customer satisfaction, customer loyalty
 

The Influence of Service Quality on Customer Satisfaction Mediated by Customer Loyalty

“…company profitability. This finding is in accordance with the research of Wiradarma and Suasana (2019) and Pahlawan et al, (2019) and the results of an analysis of service quality and customer loyalty through customer satisfaction empirically found that service quality has a positive effect on customer loyalty if mediated by customer satisfaction. Where the better the quality of service provided will be able to increase customer satisfaction and will increase customer loyalty.…”

The Influence of Perceived Usefulness, Trust, and Risk on Loyalty in the TikTok Shop: Test of Consumer Satisfaction as a Mediation Variable

“…The results above indicate that customer satisfaction significantly mediates consumer loyalty which can be seen with a p-value of 0.000 (<0.05). This is in accordance with research by Wiradarma & Suasana (2019), which states that consumer satisfaction becomes a mediator and influences mediation on the quality of a service and consumer loyalty. El-Adly (2019) research states that customer satisfaction plays a fully or partially mediating role between the four dimensions of hotel perceived value and customer loyalty.…”

Peran Kepuasan Pelanggan Memediasi Pengaruh Kualitas Layanan Terhadap Word of Mouth Pada Pelanggan Klinik Kecantikan

“…Penelitian ini bertujuan untuk menjelaskan: (1) pengaruh kualitas layanan terhadap kepuasan pelanggan, (2) pengaruh kualitas layanan terhadap word of mouth, (3) pengaruh kepuasan pelanggn terhadap word of mouth, (4) peran kepuasan pelanggan dalam memediasi pengaruh kualitas layanan terhadap kepuasan pelanggan, dan (5) menguji perbedaan tingkat kualitas layanan, kepuasan pelanggan, dan word of mouth antara klinik kecantikan Natasha Skin Care dan Erha Clinic. Studi empiris yang dilakukan oleh (Desiyanti et al, 2018;Anita & Rahanatha, 2019;Wiradarma & Suasana, 2019;Syahputra Pohan et al, 2020;Puspa, 2021;Sumargo, 2021;Mai & Cuong, 2021) menemukan bahwa kualitas layanan berpengaruh positif signifikan terhadap kepuasan pelanggan. Mengindikasikan bahwa perusahaan yang memiliki kualitas layanan lebih unggul dari pesaing maka akan memperoleh dan mempertahankan kepuasan pelanggan.…”