THE EFFECT OF SERVICE CONVENIENCE AND SERVICE QUALITY ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION

Bilqis Putri Azizah; Ida Bagus Nyoman Udayana; Agus Dwi Cahya

doi:10.24071/icebmr.v2i1.215

Authors

Bilqis Putri Azizah University of Sarjanawiyata Tamansiswa Author
Ida Bagus Nyoman Udayana University of Sarjanawiyata Tamansiswa Author
Agus Dwi Cahya University of Sarjanawiyata Tamansiswa Author

DOI:

https://doi.org/10.24071/icebmr.v2i1.215

Keywords:

Customer loyalty, customer satisfaction

Abstract

The purpose of this study was to determine whether the effect of service convenience and service quality has an effect on customer loyalty, with customer satisfaction as a mediator. This research aims to provide an in-depth understanding of what factors can increase customer loyalty, both directly and indirectly. The data collection method uses a questionnaire distributed using Google Form. The method used is purposive sampling technique; the data is processed using multiple linear regression analysis with classical assumption tests and hypothesis testing using SPSS 25. The implementation of this research is to find out more about service convenience and service quality on customer loyalty and customer satisfaction as a mediator. This research will show a variety of different influences on customer loyalty. The results showed that service convenience and service quality generated from several literatures were shown to have a positive influence on customer loyalty, but the service convenience variable did not have a positive effect on customer satisfaction or service quality and also proved to affect customer satisfaction. The variable of customer convenience on customer loyalty is not mediated by customer satisfaction, while in service quality, the results show that the service quality variable on customer loyalty is not mediated by customer satisfaction.

Downloads

Download data is not yet available.

References

Bagus, I., Udayana, N., Cahya, A. D., Dewi, N. S., Management, P., Economics, F., Sarjanawiyata, U., & Yogyakarta, T. (2023). The effect of marketing strategy and corporate social responsibility on customer loyalty mediated by customer satisfaction pt unilever indonesia tbk. Journal of Applied Management and Finance (Mankeu, 12(01), 263-276.

Cahya, A. D., Annisa, I. N., Setiawan, F. B., & Dharmanisa, A. L. (2021). Analysis of the effect of service quality and word of mouth (wom) on consumer buying interest (Case Study of Bakpia Boomber Mas Raga UKM Gunung Kidul). Journal of Competitiveness, 7(2), 168-173. https://doi.org/10.35446/dayasaing.v7i2.677

Cahyadi, B. B., & Shihab, M. S. (2022). Building loyalty through system quality, information quality, and service quality with customer satisfaction as mediation. 4(8).

Dava, S. F. in R. (2017). (2021). The Effect of Service Quality on Customer Loyalty with Satisfaction as a Mediating Variable for Alfamart Tlogomas Customers. 15(2), 1-23.

Dyah, Afsyah, A., Suryono, D., & Santosa, B. (2022). CUSTOMER AS AN INTERVENING VARIABLE (Study on Indonesian Post Office Customers in the Semarang Region). Diponegoro Journal of Management, 11(1), 1-11. https://ejournal3.undip.ac.id/index.php/djom/index

Fransiska, C., & Bernarto, I. (2021). The Effect of Service Quality on Customer Satisfaction and Continued Use in Health Application Users. Journal of Business Administration (Jab), 11(2), 132-142. https://ejournal.unsrat.ac.id/index.php/jab/article/view/35577

Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determination of Customer Satisfaction on Customer Loyalty through Trust. Maneggio: Master's Scientific Journal .... http://journal.umsu.ac.id/index.php/MANEGGIO/article/view/5290

Hariyanto, S. D. (2021). Intention Mediated by Customer Satisfaction. 9(2).

Jewahan, S. F., Maryen, A., & Kastanya, J. (2022). The Effect of Service Quality on Customer Satisfaction at Alfamart Sorong City. Eqien - Journal of Economics and Business, 11(04), 305-312. https://doi.org/10.34308/eqien.v11i04.1250

Khairi, M., & Darmawan, D. (2021). The Relationship between Destination Attractiveness, Location, Tourism Facilities, and Revisit Intentions. Journal of Marketing and Business Research, 1(1), 39-50.

Mahato, S., & Goet, J. (2020). Service Quality, Customer Satisfaction and Customer Loyalty in Nepalese Restaurant Industry. International Journal of Innovative Science and Research Technology, 5(12), 1255-1261. www.ijisrt.com

Petra, U. K. (2018). Petra Christian University 6 2.1.2 Dimensions and Indicators of Service Convenience. 5-13.

Prasetyo, D. E., Udayana, I. B. N., & Cahyani, P. D. (2023). The Effect of Service Quality and Brand Image on BCA Syariah Customer Loyalty with Customer Satisfaction as a Variable. Journal of Sharia Economic Law, 6(1), 55. https://doi.org/10.30595/jhes.v6i1.16738

Purnama, S. F. (2019). The effect of service convenience on customer loyalty through customer satisfaction as a mediating variable at the atlas sport club surabaya Skolastika Feberliani Purnama. 7(2).

Putri, R. A., & Syafitri, D. U. (2021). The Role of Peer Conformity and Service Convenience on Consumptive Behavior through Shopee for Students of the Faculty of Psychology Unissula. Psychoislamika: Journal of Psychology and Islamic Psychology, 18(2), 268-280. https://doi.org/10.18860/psikoislamika.v18i2.12690

Rahayu, S., & Nurlaela Wati, L. (2018). The Effect of Service Quality on Customer Satisfaction and Its Impact on Customer Loyalty. Ekobis Journal: Economics, Business, and Management, 8 (2). http://ejournal.stiemj.ac.id/index.php/ekobis

Rahmani, A.. (2022). The Effect of Convenience and Location on Customer Loyalty through Purchasing Decisions as Intervening Variables. Scientific Journal of Accounting and Finance, 5 (2), 988-1001. https://journalkopin.acd/index.php/fairvalue

Ramadhany, A., & Supriyono, S. (2022). The Effect of Trust and Customer Satisfaction on Customer Loyalty at AP Garage (Paint & Custom Workshop). Economist: Journal of Economics and Business, 6(1), 199. https://doi.org/10.33087/ekonomis.v6i1.511

Reza Nurul Ichsan, Ahmad Karim. (2021). Quality of Service to Customer Satisfaction Pt. Jasa Raharja Medan. Journal of Social Humanities Education Research, 6 (1), 54-57. https://doi.org/10.32696/jp2sh.v6i1.729

Sagala, I., Zebua, Y., Key, K., Customer, K., & Customer Service Quality, L. (2019). Nidhomul Haq: Journal of Islamic Education Management the impact of service quality through customer satisfaction on customer loyalty. https://doi.org/10.31538/ndh.v6i2.1430

Sambodo Rio Sasongko. (2021). Factors of Customer Satisfaction and Customer Loyalty (Marketing Management Literature Review). Journal of Applied Management Science, 3(1), 104-114. https://doi.org/10.31933/jimt.v3i1.707

Saneva, D., & Chortoseva, S. (2020). Testing a Service Quality, Customer Satisfaction and Customer Loyalty: December.

Sanjaya, L. J. (2018). The Relationship Between Service Convenience and Customer Loyalty: Study on Diponegoro University Students Who Use Go-Jek Services in Semarang. EMPATI Journal, 6 (4), 149-156. https://doi.org/10.14710/empati.2017.20004

Subawa, I. G. B., & Sulistyawati, E. (2020). The population in this study are customers who are loyal to using Lila services. 9(2), 718-736.

Sutanto, F., & Keni, K. (2021). The Effect of Service Quality, Service Convenience, and Perceived Price and Fairness on Bank Customer Loyalty with Customer Satisfaction as a Mediating Variable. Journal of Business Management and Entrepreneurship, 5(2), 129. https://doi.org/10.24912/jmbk.v5i2.11180

Udayana, I. B. N., Cahya, A. D., & Kristiani, F. A. (2022). The effect of customer experience and service quality on customer loyalty with customer satisfaction as an intervening variable (Study on The Praja Coffee & Resto). SCIENTIFIC JOURNAL OF REFLECTION: Economic, Accounting, Management and Business, 5(1), 173-179. https://doi.org/10.37481/sjr.v5i1.449

Yuliana, Y. (2021). The effect of relationship quality on customer loyalty at the susan boutique in the medan area sub-district. Tijarah: Journal of Economics and Business. https://jurnal.uisu.ac.id/index.php/tjh/article/view/4046

Zahara, R. (2020). The effect of service quality on customer loyalty with customer satisfaction as an intervening variable. Journal of Strategic Management and Business Applications, 3(1), 31-38. https://doi.org/10.36407/jmsab.v3i1.121

Zhong, Y., & Moon, H. C. (2020). What drives customer satisfaction, loyalty, and happiness in fast-food restaurants in china? Perceived price, service quality, food quality, physical environment quality, and the moderating role of gender. Foods, 9(4). https://doi.org/10.3390/foods9040460