The Effect Of Service Quality On Customer Loyalty With Customer Satisfaction As A Mediating Variable Among Kuala Stabas Train Passengers In Regional Division IV Tanjungkarang

Pebringatdi Susilo; Tina Miniawati Virgawenda Barusman

doi:10.63922/ijevss.v5i03.5958

Pebringatdi Susilo Universitas Bandar Lampung
Tina Miniawati Virgawenda Barusman Universitas Bandar Lampung

DOI: https://doi.org/10.63922/ijevss.v5i03.5958

Keywords: Service Quality, Customer Satisfaction, Customer Loyalty

Abstract

This study examines the relationship between service quality and customer loyalty among Kuala Stabas Train passengers in Regional Division IV Tanjungkarang, with customer satisfaction serving as a mediating variable. A quantitative approach with an explanatory research design was employed. Data were collected from 130 respondents selected using purposive sampling through a Likert-scale questionnaire. The data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4. The results indicate that service quality has a positive and significant effect on customer satisfaction (β = 0.883; t = 34.536; p < 0.001). Customer satisfaction also has a positive and significant effect on customer loyalty (β = 0.677; t = 3.477; p = 0.001). In contrast, service quality has no significant direct effect on customer loyalty (β = 0.034; t = 0.156; p = 0.876). However, the indirect effect of service quality on customer loyalty through customer satisfaction is positive and significant (β = 0.597; t = 3.541; p < 0.001). These findings indicate that customer satisfaction fully mediates the relationship between service quality and customer loyalty. Therefore, improving service quality with a focus on customer satisfaction is essential for strengthening customer loyalty among Kuala Stabas Train passengers.

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