Article Sidebar

Submitted
Oct 4, 2024
Published
Jan 18, 2026
Download
PDF
Statistic
Read Counter : 0 Download : 0

Downloads

Download data is not yet available.

Main Article Content

Abstract

This study aims to explore the relationship between service quality, customer satisfaction, and customer loyalty in the service sector. This research is not only expected to contribute to the development of service management theory, but also provide practical benefits for service companies. By understanding the factors that influence customer satisfaction and loyalty, companies can formulate more effective strategies in improving their services. This will ultimately help service companies to retain their customers, reduce marketing costs, and increase profitability. Overall, a focus on service quality, customer satisfaction, and customer loyalty is not only important for a company's short-term success, but also an investment for long-term success. Companies that are able to prioritize customer experience and provide superior service will have a stronger position in facing competition in an increasingly competitive market. This research is a type of quantitative research with data collection methods through questionnaires or questionnaires. The population in this study were consumers of Babershop DANZID in Sidoarjo and its surroundings, with a total of 50 respondents. Overall, this study shows that price and service have a positive and significant effect on individual consumer loyalty. In the test results found evidence that satisfaction has a negative and insignificant effect in the service variable on consumer loyalty. However, no significant evidence was found to support the idea that customer satisfaction can influence the effect of price on customer loyalty.Based on the results of hypothesis testing conducted, it is concluded that price does not have a significant effect on customer satisfaction (H1 is rejected), but has a positive and significant effect on customer loyalty (H2 is accepted). Service is proven to have a positive and significant effect on satisfaction (H3 accepted) and consumer loyalty (H4 accepted). Customer satisfaction also has a negative but significant effect on customer loyalty (H5 accepted). Meanwhile, price has no significant effect on loyalty through satisfaction as an intervening variable (H6 rejected), and service has a negative but insignificant effect on loyalty through customer satisfaction (H7 accepted).

Keywords

Price Service Quality Satisfaction Loyalty Barbershop

Article Details

References

  1. Ansori (2015). The Effect of Price Perception on Perceptions of Product Quality Rammona Bakery Bandung. Paper Knowledge. Toward a Media History of Documents, 3 (April), 49-58.
  2. Ardila, Y. (2015). The Relationship between Motorcycle Service Quality and Customer Loyalty at the Honda Ahass Authorized Workshop. Thesis, July, 10-28. http://repository.uma.ac.id/handle/123456789/428
  3. ARTAMEVIAH, R. (2022). Literature Review on Services. Chapter Ii Literature Review 2.1, 12 (2004), 6-25.
  4. Dwi Wahyuni, C. R. (2017). Service Quality and Its Effect on Customer Loyalty Mediated by Satisfaction at Bank Muamalat Jombang. Exis: Journal of Economic and Business Research, 12 (1), 69-82. https://doi.org/10.26533/eksis.v12i1.84
  5. Hariaji, U. G., & Iriyanto, S. (2019). The Effect of Service Quality, Location, and Facilities on Consumer Satisfaction (Study at Srintil Coffee Shop in Temanggung). Unimus, 15(2), 66-88.
  6. Hetharie, J. A., Natten, S., & Rieuwpassa, A. (2023). The Role of Customer Satisfaction in Mediating the Effect of Servqual Dimensions on Customer Loyalty with the Structural
  7. Equation Modeling Method. PUBLIC POLICY (Journal of Public Policy & Business
  8. Applications), 4(1), 137-156. https://doi.org/10.51135/publicpolicy.v4.i1.p137-156
  9. Jaya, S. (2018). Analysis of Consumer Satisfaction Factors at Geprek Bensu Restaurant in Bandar Lampung. Repository Institut Informatika Dan Bisnis Darmajaya, 13-53. http://repo.darmajaya.ac.id/536/
  10. Karsono. (2008). Analysis of Antecedents of Customer Loyalty: The Role of Complaints and Customer Satisfaction Telkom Flexi-Trendy in Surakarta. In Business & Management Research Media (Vol. 8, Issue 1, pp. 93-124).
  11. Mashuri, M. (2020). Analysis of Customer Loyalty Dimensions Based on Islamic Perspective.
  12. IQTISHADUNA: Scientific Journal of Our Economy, 9(1), 54-64. https://doi.org/10.46367/iqtishaduna.v9i1.212
  13. Ogunnaike & Olaleke. (2010). Assessing The Relationship Between Service Quality And Customer Satisfaction; Evidence From Nigerian Banking Industry. Global Journal of Management and Business Research, 10(3), 3-6.
  14. Riadi, M., Kamase, J., & Mapparenta, M. (2021). The Effect of Price, Promotion and Service
  15. Quality on Toyota Car Consumer Satisfaction (Case Study at PT. Hadji Kalla Alauddin
  16. Branch). Journal of Management Science (JMS), 2(1), 41-60. https://doi.org/10.52103/jms.v2i1.320
  17. Roynaldus A. K. Agung, Antonius Philipus Kurniawan, & Paulus Juru. (2023). The Effect of Service Quality on Customer Satisfaction of PT Borwita Citra Prima Maumere. UNIPA
  18. Journal of Projemen, 9(2), 18-31. https://doi.org/10.59603/projemen.v9i2.42
  19. Wibowati, J. (2021). The Effect of Service Quality on Customer Satisfaction at Pt Muarakati Baru Satu Palembang. Journal of Management, 8(2), 15-31. https://doi.org/10.36546/jm.v8i2.348
  20. Widiyastuti, E. (2020). Identifying the impact of the integration of E-Service Quality, ESatisfaction, and E-Payment on consumer Repurchase Intention in using the GoFood feature. Management, 2007, 45-61.
  21. Widyastuti, S. (2016). Fostering Customer Familiarity. http://dosen.univpancasila.ac.id/dosenfile/1192211017152489488528April2018.pdf