The Effect of Service Quality on Recertification. Mediated by Customer Satisfaction and Relationship Commitment

Karolus Karni Lando, Achmad Sudiro, Wahdiyat Moko and Nur Khusniyah Indrawati

Economic Studies journal, 2024, issue 6, 160-179

Abstract: Providing certificates to companies is to maintain the existence of the company and to be more competitive. The existence of certification service companies in Indonesia from year to year is increasing, and this will provide its phenomenon in maintaining customers among companies in charge of this service because every company in charge of this certification service will compete with each other to retain customers and attract customers from other companies in a similar field. This study aims to determine whether the intention to recertify is influenced by mediating variables, namely customer satisfaction and relationship commitment, or predictor variables, namely service quality, from certification service companies. In addition, this study synergises two intermediary factors, namely customer satisfaction and relationship commitment, in examining service quality on recertification. Factor analysis in this survey is to test the indicators of questions or statements as forming factors. The test results of the factors show that all values meet the validity and reliability. The service quality of the product or service produced by the company greatly affects customer satisfaction and relationship commitment. Because recertification is indirectly influenced by service quality. If customers have the intention to recertify, it is not influenced by customer satisfaction based on service quality but is influenced by relationship commitment. Ongoing communication is an essential factor in maintaining relationship commitment between the company and the client.

JEL-codes: D18 L84 M21 M31 (search for similar items in EconPapers)
Date: 2024
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