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eISSN: 2581-9615 || CODEN: WJARAI || Impact Factor 8.2 ||  CrossRef DOI

Research and review articles are invited for publication in March 2026 (Volume 29, Issue 3) Submit manuscript

The effect of service quality on customer loyalty through satisfaction and trust as mediators (survey of nail art brand customers "it's rare" Yogyakarta)

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  • The effect of service quality on customer loyalty through satisfaction and trust as mediators (survey of nail art brand customers "it's rare" Yogyakarta)

Dian Agustina Saputri *, Yuni Istanto and Wisnalmawati Wisnalmawati

Management Study Program, Postgraduate, National Development University "Veteran" Yogyakarta, Indonesia.
 
Research Article
World Journal of Advanced Research and Reviews, 2024, 22(02), 2138-2151
Article DOI: 10.30574/wjarr.2024.22.2.1630
DOI url: https://doi.org/10.30574/wjarr.2024.22.2.01630
 
Received on 13 April 2024 revised on 25 May 2024; accepted on 28 May 2024
 
This research aims to analyze the influence of service quality on customer loyalty through satisfaction and trust as mediators for customers of the It's Rare brand Nail Art salon. This type of research is causality research which is tested statistically using Smart PLS. The sample for this research was 205 respondents who met the research criteria. Obtaining data from distributing questionnaires which were distributed via Google Form. The research results show that service quality has a significant effect on customer satisfaction, customer trust and customer loyalty. Customer satisfaction and customer trust can also have a significant effect on customer loyalty. By mediation, the research results found that customer satisfaction and customer trust were able to mediate the influence of service quality on customer loyalty.
 
Customer trust; Customer satisfaction; Service quality; Customer loyalty
 
https://wjarr.com/sites/default/files/fulltext_pdf/WJARR-2024-1630.pdf

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Dian Agustina Saputri, Yuni Istanto and Wisnalmawati Wisnalmawati. The effect of service quality on customer loyalty through satisfaction and trust as mediators (survey of nail art brand customers "it's rare" Yogyakarta). World Journal of Advanced Research and Reviews, 2024, 22(2), 2138-2151. Article DOI: https://doi.org/10.30574/wjarr.2024.22.2.1630

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