The Role of Satisfaction as Mediator of the Effect of Service Quality on Customer Loyalty

IF 1 Q4 BUSINESS International Journal of Asian Business and Information Management Pub Date : 2023-08-22 DOI:10.55927/ijabm.v2i4.5626

Gregorius Titan, I. Gst, Agung Ketut, Gede Suasana

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Abstract

The shifting of customer behavior from conventional to digital is driving Bukalapak to invent a new solution to ease the online transaction. Year after year, Bukalapak keep losing its platform visitor. The objective of this study is to elucidate the impact of satisfaction with the quality of mediation services on customer loyalty within the context of Bukalapak. The research was carried out in Bogor Regency and involved a sample of 104 participants. The selection of the total sample was determined using a non-probability sampling technique. The distribution of survey questions was conducted online through the Google Form platform. The methods employed in this research involve trajectory analysis and the utilization of the Sobel test. The findings of the study reveal that there is a noteworthy positive influence of service quality on customer loyalty. Moreover, the study establishes a substantial positive connection between service quality and satisfaction, as well as between satisfaction and customer loyalty. Additionally, satisfaction is demonstrated to have a considerable positive effect on service efficiency

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满意度在服务质量对顾客忠诚影响中的中介作用

客户行为从传统向数字化的转变促使Bukalapak发明了一种新的解决方案来简化在线交易。年复一年，Bukalapak的游客不断流失。本研究的目的是阐明在Bukalapak背景下，调解服务质量满意度对顾客忠诚度的影响。这项研究在茂物摄政进行，涉及104名参与者的样本。总样本的选择采用非概率抽样技术确定。通过Google Form平台在线发放调查问题。本研究采用的方法包括轨迹分析和索贝尔检验的运用。研究结果显示，服务品质对顾客忠诚度有显著的正向影响。此外，本研究还建立了服务质量与满意度之间以及满意度与顾客忠诚度之间的实质性正相关关系。此外，满意度被证明对服务效率有相当大的积极影响

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来源期刊

International Journal of Asian Business and Information Management BUSINESS-

CiteScore

2.80

自引率

0.00%

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期刊介绍： The mission of the International Journal of Asian Business and Information Management (IJABIM) is to establish an effective channel of communication between academic and research institutions, policy makers, government agencies, and individuals concerned with the complexities of Asian business, information technologies, sustained development, and globalization. IJABIM promotes and coordinates developments in the field of Asian and Chinese studies, as well as presents strategic roles of IT and management towards sustainable development with emphasis on practical aspects in Asia. It is especifically focused on Central Asia/Himalayan region/Southeast Asia/Far East.