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The Effect of Service Quality and Product Quality on Customer Loyalty through Customer Satisfaction of Tengkleng Ndeso Purwokerto

Year: 2025

Type: article

Abstract: At RM Tengkleng N Deso Purwokerto, this study is to examine the impact of product and service quality on customer loyalty, using customer satisfaction as a mediating variable. It uses 151 respondents and a quantitative methodology with purposeful sampling. SEM-PLS was utilized to evaluate the data. The study's findings show that customer satisfaction is significantly positively impacted by both product and service quality. Customer loyalty is positively and significantly impacted by service quality, but it is unaffected by product quality. Nonetheless, client loyalty is significantly enhanced by customer satisfaction. Additional findings suggest that the relationship between service and product quality and customer loyalty can be mediated by customer satisfaction. The implications of this study encourage RM Tengkleng Ndeso to enhance the quality of its services and products, thereby increasing customer satisfaction.

Source: International Journal of Business and Applied Economics

DOI: 10.55927/ijbae.v4i5.269

Authors: Nabila Auliah, Muchammad Agung Miftahuddin, Wida Purwidianti, Erny Rachmawati

Institution: Muhammadiyah University Purwokerto

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: diamond

OpenAlex ID: W4415126244

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