International Journal of Social and Management Studies (IJOSMAS)
Vol. 3 No. 2 (2022): April 2022

The Influence of Service Quality and Price on Alfamart Consumer Loyalty with Customer Satisfaction As Mediation Variables

Mety Titin Herawaty (Universitas Bina Sarana Informatika)
Aprillia Aprillia (Universitas Bina Sarana Informatika)
Aan Rahman (Universitas Bina Sarana Informatika)
Luthfia Rohimah (Universitas Bina Sarana Informatika)
Helmy Ivan Taruna (Universitas Bina Sarana Informatika)
Etik Dwi Styaningrum (Universitas Bina Sarana Informatika)
Dede Suleman (Universitas Pembangunan Jaya)

Article Info

Publish Date
01 Apr 2022

Abstract

This study aims to analyze the quality of service and price on consumer loyalty, with the variable customer satisfaction as a mediating variable. Data collected from 100 respondents of Alfamart minimarkets in Jakarta, Bogor, Depok, Tangerang and Bekasi. The distribution was carried out during December 2021, using the google form due to the pandemic conditions. The research method used is purposive sampling, namely people who shop at the Alfamart Minimarket in the last month and are willing to fill out the questionnaire that the researcher gave. The collected data were analyzed using Structural Equation Modeling with SmartPLS version 3.0 software. Hasil penelitian menunjukkan Service Quality has a positive and significant effect on Customer Satisfaction, Price has a positive and significant effect on Customer Satisfaction, Service Quality has a positive and significant effect on Customer Loyalty, Price has a no significant effect on Customer Loyalty, Customer Satisfaction has a no significant effect on Customer Loyalty, Customer satisfaction did not significantly mediate the service quality and price variables on consumer loyalty.

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Journal Info
International Journal of Social and Management Studies (IJOSMAS)
Website

Abbrev

ijosmas

Publisher

Universitas Pelita Harapan

Subject

Religion Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice

Description

International Journal of Social and Management Studies (IJOSMAS) is a peer-reviewed bimonthly journal that publishes empirical, conceptual and review papers of exceptional quality that contribute to enrich business administration thinking .The objective of the Journal is to disseminate knowledge, ...