THE EFFECT OF SERVICE QUALITY ON LOYALTY THROUGH CONSUMER TRUST AND SATISFACTION IN CLASSIC INTERIOR CREATIVE BUSINESSES IN MAKASSAR CITY
Abstract
This study aims to analyze the influence of service quality on consumer loyalty through trust and satisfaction in Classic Interior's creative business in Makassar City. This study uses a quantitative approach with a survey method of 122 respondents who are consumers of Classic Interior. The data analysis technique used is path analysis to test the direct and indirect influences between variables. The results of the study show that service quality has a positive and significant effect on consumer trust and satisfaction. Consumer trust and satisfaction have also been shown to have a significant effect on consumer loyalty. In addition, service quality has an indirect influence on loyalty through trust and satisfaction, where consumer satisfaction is the most powerful mediator in the relationship. This research emphasizes the importance of service quality improvement strategies that focus on creating consumer trust and satisfaction as a foundation in building long-term customer loyalty.
Keywords: Service quality, trust, satisfaction, consumer loyalty, Classic Interior.
References
Abbas, Saad, R., Hermansyah, Y., Sumbung, J., & Veronica, D. (2024). Kewirausahaan (Teori dan Terapan). Reads Media Corp.
Amstrong, G., & Kotler, P. (2007). Marketing : an introduction. Pearson Prentice Hall.
Ansar, S. E., Mattalatta, S. E., Hardiyono, S. E., Latiep, I. F., & Kurniawaty, S. T. (2024). Manajemen Strategi Bisnis. PT. Reads Media Corp.
Fatmawaty, Hatma, R., Nohong, M., Aswan, A., & Latie, I. F. (2024). Pengantar Ilmu Manajemen. Reads Media.
Hardiyono, Roni Herison, finatry Latiep, I., Hasniati, & Putri, A. R. F. (2023). Pengantar Bisnis Internasional. Nas Media Pustaka.
Indriasari, D. P., Syam, A., Jufri, M., & Latiep, I. F. (2023). Pengantar Bisnis Modern. Nas Media Pustaka.
Indriasari, D. P., Veronica, D., Abbas, Mooy, D., & Hardiyono. (2024). Manajemen SDM Era Digital. Reads Media Corp. https://scholar.google.co.id/citations?view_op=view_citation&hl=id&user=Foh05rUAAAAJ&citation_for_view=Foh05rUAAAAJ:d1gkVwhDpl0C
Latiep, I. F., Amar, M. Y., Adil, A. S., Agus, Putri, R. F., Alimuddin, M., & Poddala, P. (2024). Manajemen sumber daya manusia di era digital. Reads Media Corp. https://scholar.google.co.id/citations?view_op=view_citation&hl=id&user=Foh05rUAAAAJ&citation_for_view=Foh05rUAAAAJ:W7OEmFMy1HYC
Qalby, M. N. A., Haliza, S. N., Alimuddin, Latiep, I. F., Putri, A. R. F., Hardiyono, & Yulis, D. M. (2025). Etika Komunikasi Bisnis. Reads Media Corp.
Sahabuddin, R., & Herison, R. (2023). Statistika Bisnis: Struktural Equation Model (SEM). Nas Media Pustaka.
DOI: https://doi.org/10.37531/jebm.v3i1.194
Refbacks
- There are currently no refbacks.
Copyright (c) 2025 Journal of Entrepreneur, Business and Management
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
| Journal of Entrepreneur, Business and Management |
| Journal of Entrepreneur, Business and Management (jebm), with registered number ISSN 2987-5331 (Online), is published by Entrepreneurship Undergraduate Program at Amkop Business School (STIE Amkop). The content of this website is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License |
Journal of Entrepreneur, Business and Management
