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The Impact of Service Quality and Satisfaction on Customer Loyalty at AFZL Barber Shop

Year: 2025

Type: article

Abstract: The rapidly growing barber shop industry has heightened competition, making understanding the factors influencing customer loyalty crucial. This study explored the impact of service quality and customer satisfaction on customer loyalty at AFZL Barber Shop in Sukarame, Bandar Lampung. Using a quantitative approach, the research surveyed 109 respondents and analyzed the data through descriptive analysis, validity and reliability tests, and multiple regression analysis. The results showed that service quality and customer satisfaction significantly positively affect customer loyalty. Higher service quality and customer satisfaction levels lead to stronger customer loyalty. The study concludes that businesses must improve service quality and customer satisfaction to maintain customer loyalty in a competitive market.

Source: Journal of Business and Halal Industry

DOI: 10.47134/jbhi.v2i3.622

Authors: Jose Ruswandi, Irsandi, Trenggono Sakti, Suci Asfarani

Institutions: Lampung University, Universitas Bandar Lampung

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Decent work and economic growth

Open Access status: hybrid

OpenAlex ID: W4407122348

FWCI:

Cites: 13

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Related to: 10