IDEAS home Printed from https://ideas.repec.org/h/spr/advbcp/978-94-6463-154-8_20.html

Satisfaction as a Mediation in the Relationship Between Service Quality and Price Perception to Customer Loyalty in Bantul Retail Store

In: Proceedings of the International Conference on Business, Accounting, Banking, and Economics (ICBABE 2022)

Author

Listed:
  • Eni Andari

    (University of Janabadra, Faculty of Economics and Business)

  • Titop Dwiwinarno

    (University of Janabadra, Faculty of Economics and Business)

  • Wakhid Anwar

    (University of Janabadra, Faculty of Economics and Business)

Abstract

This study aims to examine the effect of service quality and price perception on customer loyalty with satisfaction as a mediating variable in Bantul retail stores. The research data was conducted through a survey by collecting questionnaires. The research sample was taken from 100 retail store customers in Bantul using convenient sampling technique. Furthermore, the data were analyzed by multiple linear regression. The results showed that service quality had a positive effect on customer satisfaction, but price perception had no effect on customer satisfaction. Furthermore, service quality has a positive effect on customer loyalty, but price perception has no effect on customer loyalty. Satisfaction only mediates the relationship between service quality and customer loyalty. This research has implications for retail store business people that service quality is a variable that cannot be ignored in the retail business so that customers become loyal.

Suggested Citation

  • Eni Andari & Titop Dwiwinarno & Wakhid Anwar, 2023. "Satisfaction as a Mediation in the Relationship Between Service Quality and Price Perception to Customer Loyalty in Bantul Retail Store," Advances in Economics, Business and Management Research, in: Chih Wen-Hai & Ali Mursid (ed.), Proceedings of the International Conference on Business, Accounting, Banking, and Economics (ICBABE 2022), pages 207-216, Springer.
    • Handle: RePEc:spr:advbcp:978-94-6463-154-8_20
    DOI: 10.2991/978-94-6463-154-8_20
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a
    for a similarly titled item that would be available.

    More about this item

    Keywords

    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:advbcp:978-94-6463-154-8_20. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.