The Influence of Service Quality on Customer Loyalty Mediated by Customer Satisfaction at AHASS Honda Padjajaran Workshop, Bandung City

Lusiana Rahmawati Widaya; Hariyadi Triwahyu Putra

doi:10.55927/fjmr.v5i8.183

Authors

Lusiana Rahmawati Widaya Jenderal Achmad Yani University
Hariyadi Triwahyu Putra Jenderal Achmad Yani University

DOI:

https://doi.org/10.55927/fjmr.v5i8.183

Keywords:

Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

The objective of this investigation is to evaluate the effect exerted by service quality on customer loyalty with client contentment acting as an intermediary at AHASS Honda Padjajaran Workshop in Bandung. This inquiry adopts a numerical methodology coupled with descriptive analysis. The target group is comprised of customers of AHASS Honda Padjajaran Workshop, including 101 participants chosen through a deliberate selection strategy. The information processing using SPSS version 26, as well as the Sobel procedure to assess the intermediary function. The findings suggest that service quality exerts a constructive and notable influence upon customer satisfaction. Service quality likewise produces a favorable and meaningful influence on customer loyalty. Customer satisfaction is demonstrated to yield a beneficial and marked effect upon customer loyalty. Furthermore, customer satisfaction successfully channels the influence of service quality on customer loyalty. From a managerial perspective, the management of AHASS Honda Padjajaran Workshop is advised to continuously improve the indicator of servis quality, including tangible evidence, reability, responsiveness, assurance, and empathy. Attention to these five indicators is expected to enchance customer satisfaction and ultimately foster sustainable customer loyalty.

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