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September 10, 2025Jurnal Akuntansi Manajemen dan Bisnis Digital

The Effect Of Service Quality On Customer Loyalty Mediated By Jne Express Customer Satisfaction In Bengkulu City

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Authors

FRFadhlu Rohman Dian RaflesUniversitas Dehasen BengkuluDSDesti Rupita SariUniversitas Dehasen BengkuluTITito IrwantoUniversitas Dehasen Bengkulu

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Overview

Quantitative analysis shows service quality affects customer satisfaction and loyalty in Bengkulu City, indicating a complex relationship.

Key Points

  • Service quality positively impacts customer satisfaction, with a significant t-statistic value of 5.362.
  • Customer loyalty is negatively influenced by service quality, as revealed by a t-statistic of only 1.340.
  • Customer satisfaction significantly enhances customer loyalty, indicated by a t-statistic value of 3.585.
  • The mediation effect of customer satisfaction on service quality and loyalty is confirmed with a t-statistic of 3.034.

Cite This Study

Rafles et al. (2024) studied this question.

synapsesocial.com/papers/68c1e08354b1d3bfb60fd4ffhttps://doi.org/10.37676/jambd.v3i2.8982
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Also Consider

Synapse has enriched 5 closely related papers on similar clinical questions. Consider them for comparative context:

  1. 1The Influence Of Service Quality And Price Perceptions On Customer Loyalty And Customer Satisfaction As Intervening Variables2024 · 6 citations
  2. 2The Service Quality on Customer Loyalty: The Role of Customer Satisfaction of Landline Delivery Services2024
  3. 3The Effect Of Service Quality and Promotion On Customer Loyalty With Customer Satisfaction as an Intervening Variable at PT. Jetindo Nagasakti Transekspress Medan2024
  4. 4The Effect Of Trust, Service Quality And Price On Customer Loyalty With Customer Satisfaction As An Intervening Variable At Jne Tanjung Pinang Branch2024
  5. 5The Effect of Discounts and Service Quality on Customer Satisfaction at J&T Express Probolinggo Branch2024