Building Customer Loyalty through Satisfaction: The Contributory Role of Service Quality in the Retail Sector
Abstract
Many Indonesian companies experience problems with customer loyalty that have a significant impact on the long-term survival of the company. These problems are related to inadequate service quality and low customer satisfaction levels. This study aims to test the model of the influence of service quality on customer loyalty with customer satisfaction as a mediating variable. This study uses a multivariate quantitative design. The population consists of consumers of Company X. The sampling technique used is quota sampling with a sample size of 200. The characteristics of the research sample are consumers of Company X aged between 18 and 60 years who have shopped at least three times at Company X. The research analysis technique uses SEM-PLS with SmartPLS 4.1.0.9. The results of the study show that: 1) There is a highly significant positive direct effect of customer satisfaction on customer loyalty, 2) There is a highly significant positive direct effect of service quality on customer satisfaction, 3) There is a direct positive and highly significant effect of service quality on consumer loyalty, 4) There is an indirect positive and highly significant effect of service quality on consumer loyalty through consumer satisfaction, 5) The research model has good model fit between the designed and tested research model and the empirical data.
Keywords
Full Text:
FULL TEXTReferences
Abu-Alhaija, A. S., Nerina, R., Yusof, R., Hashim, H., & Jaharuddin, N. S. (2018). Determinants of customer loyalty: A review and future directions. Australian Journal of Basic and Applied Sciences, 12(7), 106–111. https://doi.org/10.22587/ajbas.2018.12.7.17
Aiken, L. R. (1985). Three coefficients for analyzing the reliability and validity of ratings, educational and psychological measurument. Educational and Psychological Measurement, 45(1), 131–142.
Ali, M., & Raza, S. A. (2015). Service quality perception and customer satisfaction in Islamic Banks of Pakistan: The modified SERVQUAL model. Total Quality Management and Business Excellence, 28, 559–577. https://doi.org/10.1080/14783363.2015.1100517
Archie, A., & Maulana, E. (2022). Pengaruh kepuasan konsumen terhadap loyalitas konsumen Next Style Distro di Kabupaten Ketapang. Jurnal Produktivitas, 9, 119–125.
Arifin, Z., & Humaedah. (2021). Application of Theory Operant Conditioning BF Skinner’s in PAI learning. Journal of Contemporary Islamic Education, 1(2), 101–110. https://doi.org/10.25217/cie.v1i2.1602
Askar, B. M., Musarofah, S., & Sya’adah, U. (2022). Kualitas layanan, nilai yang diterima, dan loyalitas pelanggan: Kepuasan pelanggan sebagai mediator. Jurnal Media Komunikasi Ilmu Ekonomi, 39(2), 106–117. https://doi.org/https://doi.org/10.58906/melati.v39i2.81
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 and Management, 5(1), 1–21. https://doi.org/10.1080/23311975.2018.1491780
Binekasri, R. (2024). Pengelola Matahari (LPPF) buka suara soal penutupan gerai. CNBC Indonesia. https://www.cnbcindonesia.com/market/20240702143924-17-551155/pengelola-matahari--lppf--buka-suara-soal-penutupan-gerai
Chaudhuri, S., Kumar, A., & Bhardwaj, A. (2021). The impact of demographics on the impulse buying behaviour with respect to the purchase of grocery products. Article ID: IJEET_12_08_014 International Journal of Electrical Engineering and Technology (IJEET), 12(8), 158–166. https://iaeme.com/Home/journal/IJEET158editor@iaeme.comAvailableonlineathttps://iaeme.com/Home/issue/IJEET?Volume=12&Issue=8https://iaeme.com/Home/issue/IJEET?Volume=12&Issue=8
Chege, C. N. (2022). Influence of service assurance on customer satisfaction across Kenyan insurance companies: A multi-level data analysis approach. International Journal of Research in Business and Social Science, 11(8), 35–49. https://doi.org/10.20525/ijrbs.v11i8.1915
Chigora, F., & Zvavahera, P. (2015). Awareness completes brand loyalty: Reality of Zimbabwe tourism destination. Business and Management Horizons, 3(2), 60. https://doi.org/10.5296/bmh.v3i2.8547
Chiguvi, D., & Guruwo, P. T. (2017). Impact of customer satisfaction on customer loyalty in the banking sector. International Journal of Scientific Engineering and Research (IJSER), 5(2), 55–63. www.ijser.in
Cossío-Silva, F. J., Revilla-Camacho, M. Á., Vega-Vázquez, M., & Palacios-Florencio, B. (2016). Value co-creation and customer loyalty. Journal of Business Research, 69(5), 1621–1625. https://doi.org/10.1016/j.jbusres.2015.10.028
Crocker, L., & Algina, J. (2008). Introduction to classical and modern test theory (2nd ed.). Cengage Learning.
Daoud, J. I. (2017). Multicollinearity and regression analysis. Journal of Physics: Conference Series, 949(1). https://doi.org/10.1088/1742-6596/949/1/012009
Darwin, S., & Kunto, Y. S. (2014). Analisis pengaruh kualitas layanan terhadap loyalitas pelanggan dengan kepuasan dan kepercayaan pelanggan sebagai variabel intervening pada asuransi jiwa Manulife Indonesia - Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1–12.
Dash, G., Kiefer, K., & Paul, J. (2021). Marketing-to-millennials: Marketing 4.0, customer satisfaction and purchase intention. Journal of Business Research, 122, 608–620. https://doi.org/https://doi.org/10.1016/j.jbusres.2020.10.016
Dewi, N. P. R. S., Suartina, I. W., & Wulandar, N. L. A. A. (2024). Peran kepuasan konsumen dalam memediasi pengaruh kualitas pelayanan terhadap loyalitas konsumen. Jurnal Manajemen, Kewirausahaan Dan Pariwisata, 4(9), 1716–1728.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99–113. https://doi.org/10.1177/0092070394222001
Dolorosa, E., Julianti, F. D., & Suharyani, A. (2023). Pengaruh kualitas pelayanan terhadap loyalitas pelanggan (studi kasus pada pengguna aplikasi belanja online Tokokota). JIA (Jurnal Ilmiah Agribisnis) : Jurnal Agribisnis Dan Ilmu Sosial Ekonomi Pertanian, 6(6).
Efdison, Z., Lova, A. N., Yadewani, D., & Harahap, E. F. (2024). The influence of e-service quality on e-customer loyalty through e-satifcation as a mediation in indonesian e-commerce. Jurnal Ilmiah Manajemen, 12(2), 576–586.
Felicia, Nugroho2, N., Yuliana, Maulana, F. A., & Hutabarat. (2024). Pengaruh kualitas pelayanan terhadap loyalitas pelanggan. 4(3), 654–659. https://doi.org/10.47065/jtear.v4i3.1043
Gemina, D., Iskandar, E. A., & Kartini, T. (2023). Customer satisfaction mediates product quality and promotion to customer loyalty. Jurnal Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(5), 745–764.
Giovanis, A., Athanasopoulou, P., & Article, E. T. (2015). The role of service fairness in service quality. Journal of Service Theory and Practice, 25(6), 1–33. https://doi.org/http://dx.doi.org/10.1108/JSTP-11-2013-0263
Goel, P., Parayitam, S., Sharma, A., Rana, N. P., & Dwivedi, Y. K. (2022). A moderated mediation model for e-impulse buying tendency, customer satisfaction and intention to continue e-shopping. Journal of Business Research, 142, 1–16. https://doi.org/https://doi.org/10.1016/j.jbusres.2021.12.041
Guchait, P., & Namasivayam, K. (2014). Customer creation of service products : Role of frustration in customer evaluations Journal of Services Marketing Article information : May 2012. https://doi.org/10.1108/08876041211224013
Guenther, P., Guenther, M., Ringle, C. M., Zaefarian, G., & Cartwright, S. (2023). Improving PLS-SEM use for business marketing research. Industrial Marketing Management, 111(October 2020), 127–142. https://doi.org/10.1016/j.indmarman.2023.03.010
Gultom, R. J., Nababan, D., Sipayung, R., Lukman Hakim, & Tarigan, F. L. (2021). Hubungan kualitas pelayanan rawat jalan dengan kepuasan pasien BPJS di Rumah Sakit Bhayangkara TK III Tebing Tinggi. Journal of Healthcare Technology and Medicine, 7(2), 1281–1298. http://jurnal.uui.ac.id/index.php/JHTM/article/view/1671
Hair, J. F., Hult, G. T., Ringle, C., & Sarstedt, M. (2017). A primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). In Sage. Sage Publications.
Hegner-Kakar, A. K., Richter, N. F., & Ringle, C. M. (2018). The customer loyalty cascade and its impact on profitability in financial services. International Series in Operations Research and Management Science, 267, 53–75. https://doi.org/10.1007/978-3-319-71691-6_3
Hemsley-Brown, J., & Alnawas, I. (2016). Service quality and brand loyalty: The mediation effect of brand passion, brand affection and self-brand connection. International Journal of Contemporary Hospitality Management, 28(12), 2771–2794. https://doi.org/10.1108/IJCHM-09-2015-0466
Herlambang, A. S., & Komara, E. (2021). Pengaruh kualitas produk, kualitas pelayanan, dan kualitas promosi terhadap kepuasan pelanggan (studi kasus pada Starbucks Coffee Reserve Plaza Senayan). Jurnal Ekonomi, Manajemen Dan Perbankan, 7(2).
Hidayat, M. A., Rasyid, A., & Pasolo, F. (2024). Service quality on customer loyalty: Mediation of customer satisfaction. Advances in Business & Industrial Marketing Research, 2(3), 150–163. https://doi.org/10.60079/abim.v2i3.158
Ika, A. (2022). Tantangan e-commerce 2022: Mempertahankan loyalitas konsumen. Kompas.Com. https://money.kompas.com/read/2022/02/19/141000226/tantangan-e-commerce-2022--mempertahankan-loyalitas-konsumen-?utm_source=chatgpt.com
Joudeh, J. M. M., & Dandis, A. O. (2018). Service quality, customer satisfaction and loyalty in an internet service providers. International Journal of Business and Management, 13(8), 108. https://doi.org/10.5539/ijbm.v13n8p108
Kanom, K., Adi Wijaya, J. C., & Ningsih, D. T. A. (2024). The effect of service quality and facilities on customer satisfaction at Benteng Buah Naga Café & Resto. Jurnal Toursci, 1(6), 248–263. https://doi.org/10.62885/toursci.v1i6.300
Kautsar, A., Yulia, I. A., Fitrianti, D., & Putra, M. G. (2023). Pengaruh bukti fisik, jaminan dan penanganan keluhan terhadap kepuasan pasien BPJS (studi kasus pada RS Medika Dramaga Bogor). Jurnal Ekonomi Dan Manajemen Teknologi (EMT), 7(1), 120–128. https://doi.org/10.35870/emt.v7i1.771
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
Kotler, P., & Keller, K. L. (2016). Marketing management. Pearson Education.
Kusdiantoro, A. R. J., Suci, R. P., & Survival. (2024). The effect of price and service quality on customer satisfaction of Gojek users. Journal of Management Research and Studies, 2(1), 40–49. https://doi.org/10.15575/aksy.v6i1.31511
Kwok, M. (2003). Towards an understanding of employability skills development among university graduates for workplace entry.
Kyurova, V., & Koyundzhiyska-Davidkova, B. (2021). Study of customer loyalty in small and medium-sized enterprises in the field of trade in Bulgaria. SHS Web of Conferences, 92, 07036. https://doi.org/10.1051/shsconf/20219207036
Leeder, T. M. (2022). Behaviorism, Skinner, and operant conditioning: Considerations for sport coaching practice. Strategies, 35(3), 27–32. https://doi.org/10.1080/08924562.2022.2052776
Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450–465. https://doi.org/10.6007/ijarbss/v7-i4/2821
Liu, Q., Zhao, Y., & Zheng, J. (2022). The analysis on the influence of customer satisfaction and promotional activities on consumer loyalty. International Conference on Social Sciences and Economic Development, 652, 569–575.
Mahmood, A., Tauheed Rana, M. L., & Kanwal, S. (2018a). Relationship between service quality, customer loyalty and customer satisfaction. Lahore Journal of Business, 6(2), 135–154. https://doi.org/10.35536/ljb.2018.v6.i2.a6
Mahmood, A., Tauheed Rana, M. L., & Kanwal, S. (2018b). Relationship between service quality, customer loyalty and customer satisfaction. The Lahore Journal of Business, 6(2), 135–154. https://doi.org/10.35536/ljb.2018.v6.i2.a6
Mamusung, R., Andriani, K., Nimran, U., & Suharyono. (2019). Building customer loyalty through service quality and customer trust. Wacana Journal of Social and Humanity Studies, 22(4), 267–273.
Meidutė-Kavaliauskienėa, I., Aranskisa, A., & Litvinenko, M. (2014). Consumer satisfaction with the quality of logistics services. Procedia - Social and Behavioral Sciences, 110, 330–340. https://doi.org/doi: 10.1016/j.sbspro.2013.12.877
Mekel, V. R., Moniharapon, S., & Tampenawas, J. L. A. (2022). Pengaruh kualitas pelayanan dan kepuasan konsumen terhadap loyalitas konsumen pada perusahaan transportasi Gojek Manado. EMBA, 10(1), 1285–1294.
Mofokeng, T. E. (2021). The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience. Cogent Business and Management, 8(1). https://doi.org/10.1080/23311975.2021.1968206
Mu, W., & Yi, Y. (2024). The impact of characteristic factors of the direct-to-consumer marketing model on consumer loyalty in the digital intermediary era. Frontiers in Psychology, 15(March). https://doi.org/10.3389/fpsyg.2024.1347588
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. Bin. (2021). E-service quality, customer trust and satisfaction: Market place consumer loyalty analysis. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(2), 237. https://doi.org/10.24252/minds.v8i2.23224
Mujianto, M., Hartoyo, H., Nurmalina, R., & Yusuf, E. Z. (2022). Loyalty level of traditional retail stores to suppliers in the era of digital transformation in Indonesia. Binus Business Review, 14(1), 13–27. https://doi.org/10.21512/bbr.v14i1.8582
Mukhlisin, M. Z., & Yuana, P. (2023). Pengaruh ikatan emosional terhadap kepuasan dan loyalitas pelanggan. Jurnal Manajemen Pemasaran Dan Perilaku Konsumen, 2(2), 485–493. https://doi.org/http://dx.doi.org/10.21776/jmppk
Nastasoiu, A., & Vandenbosch, M. (2018). Competing with loyalty: How to design successful customer loyalty reward programs. Business Horizons, 62(2), 207–214. https://doi.org/10.1016/j.bushor.2018.11.002
Nguyen, H. S. (2024). The impact of value co-creation behavior on customer loyalty in the service domain. Heliyon, 10(9), e30278. https://doi.org/10.1016/j.heliyon.2024.e30278
Novitasari, M., Amah, N., Ayera, A., Aziz, A., & Gunardi, A. (2024). Service quality and customer loyalty: The role of satisfaction and trust in Indonesian Sharia Bank. Jurnal Riset Bisnis Dan Manajemen, 17(1), 87–98. https://doi.org/10.23969/jrbm.v17i1.12659
Nugraha, B. S. P., & Masithoh, D. (2023). Partial least squares-structural equation modeling, kebiasaan baru masa pandemi covid 19 dan perubahan perilaku konsumen terhadap penguatan karakter sociopreneur. Economia, 2, 1233–1246.
Nuranti, B. R., Rahayu, S., Ansori, A. D., Shofro, P. A., Tibaroiya, M. A., & Nugroho, A. A. (2024). Service quality, price, and customer loyalty: Moderating role of customer satisfaction. Journal of Research in Social Science and Humanities, 4(2). https://doi.org/DOI: http://dx.doi.org/10.47679/jrssh.v4i2.207
Nurhilalia, N., & Saleh, Y. (2024). The impact of consumer behavior on consumer loyalty. Golden Ratio of Mapping Idea and Literature Format, 4(2), 140–153. https://doi.org/10.52970/grmilf.v4i2.357
Nuryanto, F. S. S., & Darpito, S. H. (2024). Faktor penentu loyalitas pelanggan dengan kepuasan pelanggan sebagai variabel intervening. Jurnal Manajemen Maranatha, 23(2), 185–200. https://doi.org/https://doi.org/10.28932/jmm.v23i2.8531
Nyrhinen, J., Sirola, A., Koskelainen, T., Munnukka, J., & Wilska, T. A. (2024). Online antecedents for young consumers’ impulse buying behavior. Computers in Human Behavior, 153(December 2023), 108129. https://doi.org/10.1016/j.chb.2023.108129
O’Brien, E. (2021). A mind stretched: The psychology of repeat consumption. Consumer Psychology Review, 4(1), 42–58. https://doi.org/10.1002/arcp.1062
Oliver, R. L. (1999). Whence consumer loyalty ? Journal of Marketing, 63(Special Issue 1999), 33–44.
Oliver, R. L. (2015). Satisfaction a behavioral: Perspective on the consumer. Routledge.
Omoregie, O. K., Addae, J. A., Coffie, S., Ampong, G. O. A., & Ofori, K. S. (2019). Factors influencing consumer loyalty: Evidence from the Ghanaian retail banking industry. International Journal of Bank Marketing, 37(3), 798–820. https://doi.org/10.1108/IJBM-04-2018-0099
Parasuraman, A. P., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Paul, J., Mittal, A., & Srivastav, G. (2016). Impact of service quality on customer satisfaction in private and public sector banks. International Journal of Bank Marketing, 34(5), 606–622. https://doi.org/10.1108/IJBM-03-2015-0030
Pranajaya, E., Susetyo, D. P., & Firmansyah, D. (2023). Consumer loyalty: Service quality and emotional satisfaction. Economics and Digital Business Review, 4(2), 59–72.
Ramaditya, I., & Albari. (2024). The effect of product quality and service quality on customer satisfaction and customer loyalty case study : At manna kampus retail store (Mirota Kampus 2) Simanjuntak in Yogyakarta. International Journal of Economics, Business and Innovation Research, 03(05), 708–729.
Rane, N. L., Achari, A., & Choudhary, S. P. (2023). Metaverse for enhancing customer loyalty: Effective strategies to improve customer relationship, service, engagement, satisfaction, and experience. International Research Journal of Modernization in Engineering Technology and Science, 05(05), 427–452. https://doi.org/10.2139/ssrn.4624197
Raranta, M. Y. L., & Prasetyanta, A. (2019). Analisis pengaruh citra perusahaan dan kepuasan pelanggan terhadap loyalitas pelanggan di Mirota Kampus. Equilibrium Jurnal Bisnis & Akuntansi, 13(2), 53–63.
Rashid, M. H. U., Nurunnabi, M., Rahman, M., & Masud, M. A. K. (2020). Exploring the relationship between customer loyalty and financial performance of banks: Customer open innovation perspective. Journal of Open Innovation: Technology, Market, and Complexity, 6(4), 1–19. https://doi.org/10.3390/joitmc6040108
Rauf, A. (2022). Loyalitas pelanggan : Kualitas produk dan kualitas pelayanan. Jurnal Comparative: Ekonomi Dan Bisnis, 4(2), 32–43. https://doi.org/10.31000/combis.v4i2.xxxx
Regata, & Kusumadewi, N. M. W. (2019). Pengaruh kualitas pelayanan terhadap loyalitas konsumen yang dimediasi oleh kepuasan konsumen. E-Jurnal Manajemen Unud, 8(3), 1430–1456.
Rosmadi, M. L. nara, & Romdonny, J. (2019). Factors affecting customer loyalty in products. Budapest International Research and Critics Institute (BIRCI-Journal) : Humanities and Social Sciences, 2(1), 337–343. https://doi.org/10.33258/birci.v2i1.201
Sánchez-Rebull, M. V., Rudchenko, V., & Martín, J. C. (2018). The antecedents and consequences of customer satisfaction in tourism: A systematic literature review. Tourism and Hospitality Management, 24(1), 151–183. https://doi.org/10.20867/thm.24.1.3
Sandi, F. (2021). 2021 banyak ritel bertumbangan: Giant tutup selamanya di RI! CNBC Indonesia. https://www.cnbcindonesia.com/news/20211227180833-4-302449/2021-banyak-ritel-bertumbangan-giant-tutup-selamanya-di-ri
Sani, I., Karnawati, T. A., & Ruspitasari, W. D. (2024). The impact of service quality on custumer loyalty through customer satisfaction of PT Multicom Persada International Jakarta. Dinasti International Journal of Management Science, vol 5(no 3), 475–485. https://doi.org/https://doi.org/10.31933/dijms.v5i3
Sefnedi, & Alfarizi, A. (2022). Effect of e-service quality on e-customer loyalty: The role of e-customer satisfaction as a mediator. Asean International Journal of Business, 1(2), 27–35. https://doi.org/10.22437/jbsmr.v4i1.11909
Sektiyaningsih, I. S., Haryana, A., & Rosalina, S. S. (2019). Pengaruh kualitas pelayanan terhadap kepuasan, citra dan loyalitas pasien. Journal of Business Studies, 4(1), 17–29. https://doi.org/10.35457/translitera.v11i2.2449
Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty: A moderated mediation approach. International Journal of Bank Marketing, 37(5), 1119–1142. https://doi.org/10.1108/IJBM-03-2018-0063
Shrestha, P. M. (2021). Impact of service quality on customer satisfaction and loyalty. Management Dynamics, 24(2), 71–80. https://doi.org/10.3126/md.v24i2.50041
Siagian, D. (2018). Dampak emosi positif terhadap loyalitas pelanggan melalui kepuasan dan daya tarik pengecer studi empirik pada Lotte Mart Kelapa Gading Jakarta Utara. Jurnal Manajemen, 5(1 SE-Artikel Riset). https://jurnal.kwikkiangie.ac.id/index.php/JM/article/view/362
Srivastava, M., & Kaul, D. (2016). Exploring the link between customer experience-loyalty-consumer spend. Journal of Retailing and Consumer Services, 31, 277–286. https://doi.org/10.1016/j.jretconser.2016.04.009
Telaumbanua, P. H., Dawolo, J., Gea, N. E., Nazara, R. V., & Larosa, Y. M. (2024). Pengaruh dimensi kualitas pelayanan terhadap kepuasan konsumen dan dampaknya pada loyalitas pelanggan di Hypermart, Pejaten Village. INNOVATIVE: Journal Of Social Science Research, 4(2), 4882–4896. https://doi.org/10.31004/innovative.v4i2.9949
Tian, H., Iqbal, S., Anwar, F., Akhtar, S., Khan, M. A. S., & Wang, W. (2021). Network embeddedness and innovation performance: A mediation moderation analysis using PLS-SEM. Business Process Management Journal, 27(5), 1590–1609. https://doi.org/10.1108/BPMJ-08-2020-0377
Tufahati, N., Barkah, C. S., Tresna, P. W., & Chan, A. (2021). The impact of customer satisfaction on repurchase intention (surveys on customer of Bloomythings). Journal of Business & Applied Management, 14(2), 177. https://doi.org/10.30813/jbam.v14i2.3098
Velu, C. (2016). Evolutionary or revolutionary business model innovation through coopetition? The role of dominance in network markets. Industrial Marketing Management, 53, 124–135. https://doi.org/10.1016/j.indmarman.2015.11.007
Watson, G. F., Beck, J. T., Henderson, C. M., & Palmatier, R. W. (2015). Building, measuring, and profiting from customer loyalty. Journal of the Academy of Marketing Science, 43(6), 790–825. https://doi.org/10.1007/s11747-015-0439-4
Yuan, S., Liu, L., Su, B., & Zhang, H. (2020). Determining the antecedents of mobile payment loyalty: Cognitive and affective perspectives. Electronic Commerce Research and Applications, 41. https://doi.org/10.1016/j.elerap.2020.100971
Zakaria, I., Rahman, B. A., Othman, A. K., Yunus, N. A. M., Dzulkipli, M. R., & Osman., M. A. F. (2014). The relationship between loyalty program, customer satisfaction and customer loyalty in retail industry: A case study. Procedia - Social and Behavioral Sciences, 129, 23–30. https://doi.org/https://doi.org/10.1016/j.sbspro.2014.03.643
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
DOI: http://dx.doi.org/10.30872/psikoborneo.v14i1.22342
Refbacks
- There are currently no refbacks.
Copyright (c) 2026 Indra Dwi Rizqianto & Fatwa Tentama
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Psikoborneo: Jurnal Ilmiah Psikologi id indexed by :
PSIKOBORNEO: Jurnal Ilmiah Psikologi Published by Faculty of Social and Political Siences, University of Mulawarman, Samarinda, East Kalimantan and This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
________________________________________
PSIKOBORNEO: Jurnal Ilmiah Psikologi
Department of Psychology
Faculty of Social and Political Siences, University of Mulawarman
Jl. Muara Muntai Kampus Gn. Kelua Samarinda 75411
Phone: +62 813 35350368
E-Mail: psikoborneo@gmail.com / psikoborneo@fisip.unmul.ac.id