The Influence of Service Quality, Customer Experience, and Brand Image on Customer Loyalty Mediated by Customer Satisfaction at Shinery Aesthetic Clinic Salatiga

Kris Nurhayatii () and Fitri Lukiastutii
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Kris Nurhayatii: University BPD
Fitri Lukiastutii: University BPD

A chapter in Proceedings of the 2nd International Conference on Business, Accounting, Banking, and Economics (ICBABE 2025), 2025, pp 218-226 from Springer

Abstract: Abstract This study analyzes the influence of service quality, customer experience, and brand image on customer loyalty mediated by customer satisfaction at Shinery Aesthetic Clinic Salatiga. The loyalty gap phenomenon shows a disparity between customer satisfaction (74%) and revisit intention (41%), along with declining returning customer visits from 317 to 248 during January-March 2025. Using quantitative methods with PLS-SEM on 220 respondents, this research tested seven main hypotheses. Results indicate all variables significantly influence customer loyalty both directly and through customer satisfaction mediation. Service quality has the highest contribution to customer satisfaction (β = 0.450), while customer satisfaction most strongly influences customer loyalty (β = 0.520). The research model explains 65% of customer loyalty variance and 51.7% of customer satisfaction. These findings confirm the crucial role of customer satisfaction as a mediator in all variable relationships, providing strategic insights for clinic management to optimize the three main factors for enhancing sustainable customer loyalty.

Keywords: customer loyalty; customer satisfaction; service quality (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-862-2_18

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DOI: 10.2991/978-94-6463-862-2_18

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