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October 11, 2025BISNIS Jurnal Bisnis dan Manajemen Islam

The Influence of Service Quality and Product Quality On Customer Loyalty Mediated By Customer Satisfaction In Banking Institutions In Sungai Penuh City

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Authors

VAVina ApriantiInstitut Agama Islam Negeri BengkuluESElex SarmigiInstitut Agama Islam Negeri Bengkulu

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Implication

Quantitative analysis reveals that customer satisfaction mediates product quality's effect on customer loyalty.

Key Points

  • Product quality directly influences customer satisfaction, which in turn affects customer loyalty.
  • While service quality does not directly influence loyalty or satisfaction, product quality does, emphasizing its importance.
  • The study utilized a quantitative approach with 101 banking customers surveyed through an online questionnaire.
  • Findings suggest customer satisfaction mediates the relationship between product quality and customer loyalty, but not for service quality.

Cite This Study

Aprianti et al. (2025) studied this question.

synapsesocial.com/papers/68e9b1c9ba7d64b6fc13291bhttps://doi.org/10.21043/bisnis.v13i1.33364
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