The mediating role of customer satisfaction on the influence of service quality and relationship marketing on customer loyalty

Nashih, Muhammad, Idrus, Salim Al and Prajawati, Maretha Ika ORCID: https://orcid.org/0000-0002-3084-4031 (2024) The mediating role of customer satisfaction on the influence of service quality and relationship marketing on customer loyalty. Dialektika: Jurnal Ekonomi dan Ilmu Sosial, 9 (1). pp. 50-68. ISSN 25024094 (p.); 2598781X (e.)

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Abstract

The purpose of this study is to ascertain how customer satisfaction mediation affects marketing connections, service quality, and customer loyalty at the BMT Maslahah Wagir Branch in Malang Regency. This research employs quantitative techniques. Participants in this study were clients of the BMT Maslahah Wagir Branch. Samples were taken using simple random sampling. There were 170 responders to this study. The SmartPLS program with analysis (Partial Least Square) was used to examine the study data. The study's findings demonstrate that the caliber of services rendered has a direct impact on client loyalty. client satisfaction directly impacts client loyalty, as opposed to relationship marketing, which has no direct effect on it. The mediating role of customer satisfaction shows that service quality and relationship marketing can control the influence of customer satisfaction on customer loyalty

Item Type:	Journal Article
Keywords:	Service Quality; Relationship Marketing; Customer Loyalty; Customer Satisfaction
Subjects:	14 ECONOMICS > 1402 Applied Economics > 140207 Financial Economics
Divisions:	Faculty of Economics > Department of Management
Depositing User:	Maretha Ika Prajawati
Date Deposited:	30 May 2024 09:34

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