PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN

Abstract

Rapid development in the printing industry has increased the public's need for printing services, including the use of print as an advertising medium by various small industries. This study aims to examine the mediating role of customer satisfaction in the relationship between service quality and customer loyalty at Prima Graphic Printing. The research methodology involved 100 respondents as a sample which was selected using a nonprobability sampling method, especially purposive sampling. The results of the study reveal that service quality has a positive and significant influence on customer loyalty. Service quality also has a positive and significant impact on customer satisfaction. Customer satisfaction is also proven to have a positive and significant influence on customer loyalty. These findings support the idea that customer satisfaction acts as a mediating variable in the effect of service quality on customer loyalty in the printing industry. The implication of these findings is the need for greater attention to service quality and customer satisfaction to strengthen customer loyalty and ensure business continuity in the midst of increasingly fierce competition. Keywords: Customer Satisfaction; Service Quality; Customer Loyalty