Bangsawan, Satria and Roslina, Roslina Satisfaction And Customer Loyalty: Industrial Service (Indserv) Modeling. IOSR Journal of Business and Management (IOSR-JBM), 25 (12). pp. 59-67. ISSN 2278-487X
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Abstract
Background: Customer loyalty is a strategic priority for companies in achieving sustainable business growth. This study uses INDSERV (Industrial Service) modeling to examine the influence of service quality and the intervening role of satisfaction in the relationship between trust and customer loyalty. INDSERV modeling has indicators more suitable for research in industries or companies with business customers (B2B). Materials and Methods: A survey collected data from 150 respondents, or customers. a Likert scale, the measurement instrument being used, ranges from 1 to 5. A structural equation model (SEM) was employed to analyze the data using LISREL 8.80 software. Results: The goodness of fit of all variables shows most of the good results (good fit), and measurement model analysis shows all indicators are valid and reliable. The results stated that four of the five hypotheses proposed were accepted. Customer satisfaction is significantly impacted by service quality. Satisfaction affects trust and loyalty and trust affects loyalty, meanwhile, service quality is not significant to customer loyalty. Satisfaction acts as a mediator in the correlation between loyalty and quality of service For further research, it is recommended to test the dimensions of INDSERV modeling service quality to find out which dimensions have the most influence on customer loyalty. It can also expand the object of research. Conclusion: This research highlights the importance of service quality and customer satisfaction in driving customer loyalty. It provides insight into the mediating role of satisfaction and the direct influence of trust on loyalty. The findings suggest that companies should focus on improving service quality to increase customer satisfaction and ultimately grow loyalty. This research also suggests using the service quality dimension of the INDSERV model in future studies.
| Item Type: | Article |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Fakultas Ekonomi dan Bisnis (FEB) > Prodi Manajemen |
| Depositing User: | Roslina Roslina . |
| Date Deposited: | 20 May 2024 01:54 |
| Last Modified: | 20 May 2024 01:54 |
| URI: | http://repository.lppm.unila.ac.id/id/eprint/53490 |
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