Satisfaction positively impacts customer loyalty and mediates the relationship between perceived service quality, perceived relationship quality, and customer loyalty, but does not mediate the relationship between perceived value and customer loyalty.
DOI:
https://doi.org/10.31539/costing.v7i4.10490Keywords:
Customer Satisfaction; Customer Loyalty; Perceived Service Quality; Perceived Relationship Quality; Perceived ValueAbstract
The research aims to explore the effect of perceived service quality, perceived relationship quality, and perceived value on loyalty, and to hypothesize that customer satisfaction serves as a mediator. This research approach is quantitative and has a direct type of cause. The sample of the research was comprised of 212 participants: pilgrims who were registered with PT Bank Permata, Tbk, in the East Java region. The information was gathered via a questionnaire, and analysis utilized the SEM-PLS and Sobel tests. The study's results indicate that perceived quality of service, perceived relationship quality, and perceived value directly affect customer satisfaction, all of which increase customer loyalty. Satisfaction positively impacts customer loyalty and mediates the relationship between perceived service quality, perceived relationship quality, and customer loyalty, but does not mediate the relationship between perceived value and customer loyalty.
Keywords: Customer Satisfaction; Customer Loyalty; Perceived Service Quality; Perceived Relationship Quality; Perceived Value.
References
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Othman, B., Harun, A., Tun, U., Onn, H., Taha, M. Y., & Sadq, Z. M. (2020). The Relationship Between Umrah Service Quality Dimensions And Umrah Customer Loyalty: A Study On The Umrah Travelling Industry In Malaysia. Journal of Critical Reviews, 7(13), 2131–2142. https://doi.org/10.31838/jcr.07.13.335
Park, J. H., Bich, T., & Tran, H. (2018). From internal marketing to customer-perceived relationship quality: evidence of Vietnamese banking firms. Total Quality Management & Business Excellence, 0(0), 1–23. https://doi.org/10.1080/14783363.2018.1446754
Phinari, H., & Bernarto, I. (2020). The Effect Of Motivation, Work Environment, And Transformational Leadership On Nurse Performance (Case In S Hospital). Dinasti International Journal of Management Science, 1(5), 685–694. https://doi.org/10.31933/DIJMS
Schiffman, L. G., & Wisenblit, J. (2015). Consumer Behavior (11, global ed.). Australia: Pearson Australia.
Seetanah, B., Teeroovengadum, V., & Nunkoo, R. (2020). Destination Satisfaction and Revisit Intention of Tourists: Does the Quality of Airport Services Matter? Journal of Hospitality and Tourism Research, 44(1), 134–148. https://doi.org/10.1177/1096348018798446
Segoro, W. (2013). The Influence of Perceived Service Quality, Mooring Factor, and Relationship Quality on Customer Satisfaction and Loyalty. Procedia - Social and Behavioral Sciences, 81, 306–310. https://doi.org/10.1016/j.sbspro.2013.06.433
Seol, S., Lee, H., & Zo, H. (2016). Exploring factors affecting the adoption of mobile office in business : an integration of TPB with perceived value. Int. J. Mobile Communications, 14(1), 1–25.
Sudjianto, E. Y., & Japarianto, E. (2017). Pengaruh Perceived Service Quality Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Variable Intervening Di Hotel Kartika Graha Malang. Jurnal Manajemen Pemasaran, 11(2), 54–60. https://doi.org/10.9744/pemasaran.11.2.54-60
Sugandini, D., Wendry, B., & Muafi. (2017). Influence of quality relationship and satisfaction on loyalty: Study on supplier in Indonesia. Journal of Business and Retail Management Research, 11(4), 46–51. https://doi.org/10.24052/jbrmr/v11is04/ioqrasolsosii
Sumaedi, S., Mahatma, I. G., Bakti, Y., & Rakhmawati, T. (2016). Factors influencing public transport passengers’ satisfaction: a new model. Management of Environmental Quality: An International Journal, 27(5), 585–597. https://doi.org/10.1108/MEQ-05-2015-0084
Theresia, T., & Briliana, V. (2021). Pengaruh Perceived Service Quality, Perceived Value dan Customer Satisfaction Terhadap Customer Loyalty pada Pelanggan KFC di Jakarta. Jurnal Wira Ekonomi Mikroskil, 11(1), 13–24. https://doi.org/10.55601/jwem.v11i1.750
Ting, H., Lau, W. M., Cheah, J.-H., Yacob, Y., Memon, M. A., & Lau, E. (2018). Perceived quality and intention to revisit coffee concept shops in Malaysia: a mixed-methods approach. British Food Journal, 34(1), 1–5.
Tjiptono, F., & Gregorius, C. (2016). Service Quality & Satisfaction. Yogyakarta: Andi.
Villagomez, Y. S. B., & Chacón, S. J. C. (2020). Perceived Value As a Mediating Variable in the Theory of Planned Behavior: Application To the Intention of Completing an Master of Business Administration. International Review of Management and Marketing, 10(4), 140–151. https://doi.org/10.32479/irmm.9866
Wijesekera, A. T., & Fernando, R. L. S. (2017). Scale for Measuring Perceived Service Quality of Public Service in Sri Lanka: With Special Reference to Divisional Secretariats in Gampaha District. Public Administration Research, 6(2), 1. https://doi.org/10.5539/par.v6n2p1
Yoga, P. (2022). PermataBank Luncurkan Layanan Daftar Haji Satu Atap. Diambil 6 November 2022, dari Infobanknews.com website: https://infobanknews.com/permatabank-luncurkan-layanan-daftar-haji-satu-atap/?amp=1
Yusra, & Agus, A. (2018). The influence of perceived service quality towards customer satisfaction and Loyalty in Airasia self check-in system. Journal of Social Sciences Research, 2018(Special Issue 2), 766–775. https://doi.org/10.32861/jssr.spi2.766.775
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Services marketing : Integrating customer Focus Across the Firm. New York: McGraw-Hill Education.
Ajzen, I. (2012). The theory of planned behavior. Organizational Behavior and Human Decision Processes, 50(2), 179–211. https://doi.org/10.1016/0749-5978(91)90020-T
BPS. (2019). Indeks Kepuasan Jemaah Haji Indonesia Thun 2019. In Bps.Go.Id (Vol. 19). Jakarta. Diambil dari https://jakarta.bps.go.id/pressrelease/2019/11/01/375/tingkat-penghunian-kamar--tpk--hotel--berbintang-dki-jakarta-pada-bulan-september-2019-mencapai-58-97-persen.html
Brooks, R. L. (2010). The Power of Loyalty: 10 Essential Steps to Build a Successful Customer Loyalty Strategy. New York: Entrepreneur Press.
Dharmmesta, B. S., & Irawan. (2014). Manajemen Pemasaran Modern. Yogyakarta: Liberty.
Dinisari, M. C. (2022). 5 Negara dengan Kuota Haji Terbanyak, Indonesia Nomor 1. Diambil 6 November 2022, dari Bisnis.com website: https://traveling.bisnis.com/read/20220409/361/1521091/5-negara-dengan-kuota-haji-terbanyak-indonesia-nomor-1.
Eid, R. (2013). Integrating Muslim Customer Perceived Value, Satisfaction, Loyalty and Retention in the Tourism Industry: An empirical study. International Journal of Tourism Research, 1–12. https://doi.org/10.1002/jtr
Finaritra, R. M. (2021). The Impact of Internal Marketing on Service Quality, Perceived Value, Consumer Satisfaction and Loyalty in the Service Sector. International Journal of Multidisciplinary Research and Analysis, 04(02), 218–227. https://doi.org/10.47191/ijmra/v4-i2-17
Gani, A. A. (2019). Visitor’s experiential attributes and revisit intention to Islamic tourism attractions in Malaysia. Journal of Tourism, Hospitality and Culinary Arts, 11(1), 1–13.
Hasfar, M., Militina, T., & Achmad, G. N. (2020). Effect of customer value and customer experience on customer satisfaction and loyalty pt meratus samarinda. International Journal of Economics, Business and Accounting Research (IJEBAR), 4(1), 84–94.
Hassan, S. H., Maghsoudi, A., & Nasir, N. I. M. (2016). A conceptual model of perceived value and consumer satisfaction: a survey of Muslim travellers’ loyalty on Umrah tour packages. International Journal of Islamic Marketing and Branding, 1(3), 215. https://doi.org/10.1504/ijimb.2016.075851
Kotler, P., & Armstrong, G. (2016). Prinsip-prinsip Pemasaran. Jakarta: Erlangga.
Kotler, P., & Keller, K. (2016). Marketing management (15 ed.). England: Pearson Education, Inc.
Lai, I. K. W. (2015). The Roles of Value, Satisfaction, and Commitment in the Effect of Service Quality on Customer Loyalty in Hong Kong–Style Tea Restaurants. Cornell Hospitality Quarterly, 56(1), 118–138. https://doi.org/10.1177/1938965514556149
Ledikwe, A., & Roberts-lombard, M. (2018). The perceived influence of relationship quality on brand loyalty: An emerging market perspective. African Journal of Economic and Management Studies, 1–18. https://doi.org/10.1108/AJEMS-04-2018-0113
Lian, S. B., & Yoong, L. C. (2017). The Effectiveness of Strategic Relationship Marketing: Exploring Relationship Quality towards Customer Loyalty. International Business Research, 10(12), 159. https://doi.org/10.5539/ibr.v10n12p159
Lidwina, A. (2021). Total Jemaah Haji Hampir Capai 2,5 Juta Orang pada 2019. Diambil 6 November 2022, dari Katadata.co.id website: https://databoks.katadata.co.id/datapublish/2021/06/04/total-jemaah-haji-hampir-capai-25-juta-orang-pada-2019
Lovelock, C. H., & Wright, L. K. (2011). Managemen Pemasaran Jasa. Jakarta: Indeks (Gramedia Group).
Lu, W., & Wang, J. (2017). The influence of conflict management styles on relationship quality: The moderating effect of the level of task conflict. International Journal of Project Management, 35(8), 1483–1494. https://doi.org/10.1016/j.ijproman.2017.08.012
Makanyeza, C., & Chikazhe, L. (2017). Mediators of the relationship between service quality and customer loyalty: Evidence from the banking sector in Zimbabwe. International Journal of Bank Marketing, 35(3), 540–556. https://doi.org/10.1108/IJBM-11-2016-0164
Oktadiana, H., Pearce, P. L., & Chon, K. (2016). Muslim travellers’ needs: What don’t we know? Tourism Management Perspectives, 20, 124–130. https://doi.org/10.1016/j.tmp.2016.08.004
Oliver, R. L. (2010). Satisfaction : a behavioral perspective on the consumer. New York: M.E. Sharpe, Inc.
Othman, B., Harun, A., Tun, U., Onn, H., Taha, M. Y., & Sadq, Z. M. (2020). The Relationship Between Umrah Service Quality Dimensions And Umrah Customer Loyalty: A Study On The Umrah Travelling Industry In Malaysia. Journal of Critical Reviews, 7(13), 2131–2142. https://doi.org/10.31838/jcr.07.13.335
Park, J. H., Bich, T., & Tran, H. (2018). From internal marketing to customer-perceived relationship quality: evidence of Vietnamese banking firms. Total Quality Management & Business Excellence, 0(0), 1–23. https://doi.org/10.1080/14783363.2018.1446754
Phinari, H., & Bernarto, I. (2020). The Effect Of Motivation, Work Environment, And Transformational Leadership On Nurse Performance (Case In S Hospital). Dinasti International Journal of Management Science, 1(5), 685–694. https://doi.org/10.31933/DIJMS
Schiffman, L. G., & Wisenblit, J. (2015). Consumer Behavior (11, global ed.). Australia: Pearson Australia.
Seetanah, B., Teeroovengadum, V., & Nunkoo, R. (2020). Destination Satisfaction and Revisit Intention of Tourists: Does the Quality of Airport Services Matter? Journal of Hospitality and Tourism Research, 44(1), 134–148. https://doi.org/10.1177/1096348018798446
Segoro, W. (2013). The Influence of Perceived Service Quality, Mooring Factor, and Relationship Quality on Customer Satisfaction and Loyalty. Procedia - Social and Behavioral Sciences, 81, 306–310. https://doi.org/10.1016/j.sbspro.2013.06.433
Seol, S., Lee, H., & Zo, H. (2016). Exploring factors affecting the adoption of mobile office in business : an integration of TPB with perceived value. Int. J. Mobile Communications, 14(1), 1–25.
Sudjianto, E. Y., & Japarianto, E. (2017). Pengaruh Perceived Service Quality Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Variable Intervening Di Hotel Kartika Graha Malang. Jurnal Manajemen Pemasaran, 11(2), 54–60. https://doi.org/10.9744/pemasaran.11.2.54-60
Sugandini, D., Wendry, B., & Muafi. (2017). Influence of quality relationship and satisfaction on loyalty: Study on supplier in Indonesia. Journal of Business and Retail Management Research, 11(4), 46–51. https://doi.org/10.24052/jbrmr/v11is04/ioqrasolsosii
Sumaedi, S., Mahatma, I. G., Bakti, Y., & Rakhmawati, T. (2016). Factors influencing public transport passengers’ satisfaction: a new model. Management of Environmental Quality: An International Journal, 27(5), 585–597. https://doi.org/10.1108/MEQ-05-2015-0084
Theresia, T., & Briliana, V. (2021). Pengaruh Perceived Service Quality, Perceived Value dan Customer Satisfaction Terhadap Customer Loyalty pada Pelanggan KFC di Jakarta. Jurnal Wira Ekonomi Mikroskil, 11(1), 13–24. https://doi.org/10.55601/jwem.v11i1.750
Ting, H., Lau, W. M., Cheah, J.-H., Yacob, Y., Memon, M. A., & Lau, E. (2018). Perceived quality and intention to revisit coffee concept shops in Malaysia: a mixed-methods approach. British Food Journal, 34(1), 1–5.
Tjiptono, F., & Gregorius, C. (2016). Service Quality & Satisfaction. Yogyakarta: Andi.
Villagomez, Y. S. B., & Chacón, S. J. C. (2020). Perceived Value As a Mediating Variable in the Theory of Planned Behavior: Application To the Intention of Completing an Master of Business Administration. International Review of Management and Marketing, 10(4), 140–151. https://doi.org/10.32479/irmm.9866
Wijesekera, A. T., & Fernando, R. L. S. (2017). Scale for Measuring Perceived Service Quality of Public Service in Sri Lanka: With Special Reference to Divisional Secretariats in Gampaha District. Public Administration Research, 6(2), 1. https://doi.org/10.5539/par.v6n2p1
Yoga, P. (2022). PermataBank Luncurkan Layanan Daftar Haji Satu Atap. Diambil 6 November 2022, dari Infobanknews.com website: https://infobanknews.com/permatabank-luncurkan-layanan-daftar-haji-satu-atap/?amp=1
Yusra, & Agus, A. (2018). The influence of perceived service quality towards customer satisfaction and Loyalty in Airasia self check-in system. Journal of Social Sciences Research, 2018(Special Issue 2), 766–775. https://doi.org/10.32861/jssr.spi2.766.775
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2012). Services marketing : Integrating customer Focus Across the Firm. New York: McGraw-Hill Education.
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2024-06-16
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