PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN

Authors

  • Yuyun Imaniar Widianti Universitas Esa Unggul
  • Safuan Safuan Universitas Esa Unggul

DOI:

https://doi.org/10.34127/jrlab.v14i3.1746

Keywords:

Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

This study aims to analyze the influence of service quality on customer satisfaction and loyalty in the heavy equipment repair service sector. Using the SERVQUAL model, where the five dimensions of service quality (Reliability, Physical Evidence, Responsiveness, Assurance and Empathy) form the construct of service quality, which further affects customer satisfaction. In addition, the study also evaluated the relationship between customer satisfaction and customer loyalty. The method used is Partial Least Squares-Structural Equation Modeling (PLS-SEM) with Smart PLS 4 software. The data was collected through questionnaires from customers of heavy equipment electrical service companies in Bekasi. The results of the analysis show that service quality has a positive effect on customer satisfaction which can increase customer loyalty. The results of this research can be used as reference material on how important it is to improve service quality as the main strategy in maintaining customer satisfaction and increasing customer loyalty.

 

References

Abbas, M., Ali, A., & Khalid, M. A. (2020). Leadership Style and Employees’ Performance in Pakistan: the Mediating Role of Organisational Commitment. Malaysian Management Journal, 23(December 2019), 115–134. https://doi.org/10.32890/mmj.23.2019.9688

Ajina, A. S., Joudeh, J. M. M., Ali, N. N., Zamil, A. M., & Hashem, T. N. (2023). The effect of mobile-wallet service dimensions on customer satisfaction and loyalty: An empirical study. Cogent Business & Management, 10(2). https://doi.org/10.1080/23311975.2023.2229544

Akdere, M., Top, M., & Tekingündüz, S. (2020). Examining patient perceptions of service quality in Turkish hospitals: The SERVPERF model. Total Quality Management & Business Excellence, 31(3–4), 342–352. https://doi.org/10.1080/14783363.2018.1427501

Ayinaddis, S. G., Taye, B. A., & Yirsaw, B. G. (2023). Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation. Journal of Innovation and Entrepreneurship, 12(1), 22. https://doi.org/10.1186/s13731-023-00287-y

Bahadur, W., Aziz, S., & Zulfiqar, S. (2018). Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality. Cogent Business & Management, 5(1), 1491780. https://doi.org/10.1080/23311975.2018.1491780

Balinado, J. R., Prasetyo, Y. T., Young, M. N., Persada, S. F., Miraja, B. A., & Perwira Redi, A. A. N. (2021). The Effect of Service Quality on Customer Satisfaction in an Automotive After-Sales Service. Journal of Open Innovation: Technology, Market, and Complexity, 7(2), 116. https://doi.org/10.3390/joitmc7020116

Budiana, M. A., Levyda, Ariyani, N., Safuam, & Gursida, H. (2023). Customer satisfaction analysis: Case study in Koja container terminal. AIP Conference Proceedings, 2491(June), 020013. https://doi.org/10.1063/5.0107199

Chege, C. N. (2021). Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya. International Journal of Research in Business and Social Science (2147- 4478), 10(1), 259–265. https://doi.org/10.20525/ijrbs.v10i1.1025

Chikazhe, L., Makanyeza, C., & Chigunhah, B. (2021). Understanding mediators and moderators of the effect of customer satisfaction on loyalty. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1922127

Dananjoyo, R., Cahaya, F. R., & Udin, U. (2022). The Role of Sustainable Service Quality in Achieving Customer Loyalty in the Residential Housing Industry. International Journal of Sustainable Development and Planning, 17(7), 2059–2068. https://doi.org/10.18280/ijsdp.170706

Dandis, A. O., Wright, L. T., Wallace-Williams, D. M., Mukattash, I., Al Haj Eid, M., & Cai, H. (Huifen). (2021). Enhancing Consumers’ Self-Reported Loyalty Intentions in Islamic Banks: The Relationship Between Service Quality and the Mediating Role of Customer Satisfaction. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1892256

Dewi, Hajadi, F., Handranata, Y. W., & Herlina, M. G. (2021). The effect of service quality and customer satisfaction toward customer loyalty in service industry. Uncertain Supply Chain Management, 9(3), 631–636. https://doi.org/10.5267/j.uscm.2021.5.007

Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. Sage Open, 10(2). https://doi.org/10.1177/2158244020919517

Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis. In Person EducationLimited. Routledge. https://www.taylorfrancis.com/books/9781351269353

Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R. In Handbook of Market Research. Springer International Publishing. https://doi.org/10.1007/978-3-030-80519-7

Hang, N. P. T., & Trung, N. K. Q. (2024). Service quality, customer satisfaction and loyalty: a case study in Vietnamese SMEs. Cogent Business & Management, 11(1). https://doi.org/10.1080/23311975.2024.2377769

Koay, K. Y., Cheah, C. W., & Chang, Y. X. (2022). A model of online food delivery service quality, customer satisfaction and customer loyalty: a combination of PLS-SEM and NCA approaches. British Food Journal, 124(12), 4516–4532. https://doi.org/10.1108/BFJ-10-2021-1169

Manyanga, W., Makanyeza, C., & Muranda, Z. (2022). The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2082015

Mittal, A., & Gupta, P. (2021). An Empirical Study on Enhancing Product Quality and Customer Satisfaction Using Quality Assurance Approach in an Indian Manufacturing Industry. International Journal of Mathematical, Engineering and Management Sciences, 6(3), 878–893. https://doi.org/10.33889/IJMEMS.2021.6.3.052

Modiri, M., & Mokoena, B. A. (2020). The Influence of Service Quality Dimensions On Customer Satisfaction Within Visa Facilitation Centres in South Africa. International Journal of EBusiness and EGovernment Studies, 12(2), 122–135. https://doi.org/10.34111/ijebeg.202012203

Mosimanegape, P., Jaiyeoba, O., Iwu, C. G., & Chekula-Mahama, C. (2020). Examining the Relationship between Service Quality and Customer Satisfaction in the Public Service. The Case of Botswana. WSEAS Transactions on Business and Economics, 17, 579–593. https://doi.org/10.37394/23207.2020.17.57

Mulyaningsih, P., & Meria, L. (2023). The Impact of Product Quality and Brand Image on Repurchase Intention Through Customer Satisfaction. APTISI Transactions on Management (ATM), 8(1), 1–13. https://doi.org/10.33050/atm.v8i1.2135

Mwiya, B., Katai, M., Bwalya, J., Kayekesi, M., Kaonga, S., Kasanda, E., Munyonzwe, C., Kaulungombe, B., Sakala, E., Muyenga, A., & Mwenya, D. (2022). Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2143017

Ngaliman, Eka, M. G. J., & Suharto. (2019). The Effect Of Tangibles, Responsiveness, And Reliability On Customer Satisfaction Of Delivery Services. International Journal of Economics and Management Studies, 6(5), 86–92. https://doi.org/10.14445/23939125/IJEMS-V6I5P113

Nigatu, A. G., Belete, A. A., & Habtie, G. M. (2023). Effects of automated teller machine service quality on customer satisfaction: Evidence from commercial bank of Ethiopia. Heliyon, 9(8), e19132. https://doi.org/10.1016/j.heliyon.2023.e19132

Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector. Sustainability, 11(4), 1113. https://doi.org/10.3390/su11041113

Parasuraman, A., Berry, L. L., & Zeithamil, V. A. (1988). Servqual : A Multiple Item scale for Measuring Consumer Perceptions of Service Quality. Wiley Encyclopedia of Management, 1–1.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430

Saricam, C. (2022). Analysing Service Quality and Its Relation to Customer Satisfaction and Loyalty in Sportswear Retail Market. Autex Research Journal, 22(2), 184–193. https://doi.org/10.2478/aut-2021-0014

Sarifuddin, T. (2022). The Effect of Service Quality on Consumer Satisfaction Purchasing Motorcycles at CV. Central Sulawesi Motor Palu. International Journal of Health, Economics, and Social Sciences (IJHESS), 4(2), 106–112. https://doi.org/10.56338/ijhess.v4i2.2389

Setiono, B. A., & Hidayat, S. (2022). Influence of Service Quality with the Dimensions of Reliability, Responsiveness, Assurance, Empathy and Tangibles on Customer Satisfaction. International Journal of Economics, Business and Management Research, 06(09), 330–341. https://doi.org/10.51505/IJEBMR.2022.6924

Shetty, D. K., Perule, N., Potti, S. R., Jain, M., Malarout, N., Devesh, S., Vaz, S. F., Singla, B., & Naik, N. (2022). A study of service quality in Indian public sector banks using modified SERVQUAL model. Cogent Business & Management, 9(1). https://doi.org/10.1080/23311975.2022.2152539

Slack, N., Singh, G., & Sharma, S. (2020). The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions. International Journal of Quality and Service Sciences, 12(3), 297–318. https://doi.org/10.1108/IJQSS-10-2019-0114

Supriyanto, A., Wiyono, B. B., & Burhanuddin, B. (2021). Effects of service quality and customer satisfaction on loyalty of bank customers. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2021.1937847

Syah, T. Y. R., & Wijoyo, C. K. (2021). Service Quality and Customer Satisfaction on WOM a Private Hospital in Indonesia. JMMR (Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit), 10(1), 22–34. https://doi.org/10.18196/jmmr.v10i1.10141

Tang, R. Q., Tan, Y. J., Tan, Z. X., Tan, Y. T., Almawad, G., & Alosaimi, A. (2022). A Study of Courier Service Quality and Customer Satisfaction. International Journal of Applied Business and International Management, 7(1). https://doi.org/10.32535/ijabim.v7i1.1447

Tjizumaue, B., & Atiku, S. O. (2024). Structural determinants of customer loyalty among long-term insurance consumers in Namibia. Cogent Business & Management, 11(1). https://doi.org/10.1080/23311975.2024.2419494

Ulfy, M. A., Hossin, M. S., Karim, M. W., & Suib, F. H. B. (2021). Customer Perception On Service Quality Towards Tourism Customer Satisfaction In Malaysia Marine Tourism Sector. GeoJournal of Tourism and Geosites, 37(3), 792–799. https://doi.org/10.30892/gtg.37308-710

Vasanthi, M. G., Soundrarajan, V., Nawaz, N., Gajendran, V., & Parayitam, S. (2023). Passenger satisfaction with cleanliness and other service quality dimensions and gender as a moderator: Evidence from Indian Railways. Cogent Business & Management, 10(1). https://doi.org/10.1080/23311975.2023.2183568

Yoza, A., & Lestari, U. D. (2023). Influence of Quality Perceptions on Repurchase Intentions Of Miniso Products in Jabodetabek. MANAGER: Journal of Management and Administration Science, 2(2), 143–158. https://doi.org/10.58738/manager.v2i2.476

Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13(March), 1–9. https://doi.org/10.3389/fpsyg.2022.842141

Downloads

Published

2025-09-06

Issue

Vol. 14 No. 3 (2025): JURNAL LENTERA BISNIS, SEPTEMBER 2025

Section

JURNAL LENTERA BISNIS

License

Copyright (c) 2025 Author

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Lisensi Creative Commons

Jurnal Lentera Bisnis disebarluaskan di bawah Lisensi Creative Commons Atribusi-BerbagiSerupa 4.0 Internasional.


Berdasarkan ciptaan pada https://plj.ac.id/ojs/index.php/jrlab