The Influence of Service Quality and Store Atmosphere on Customer Loyalty Through Customer Satisfaction as An Intervening Variable at Toko UB Makmur Surabaya
Dublin Core
Title
The Influence of Service Quality and Store Atmosphere on Customer Loyalty Through Customer Satisfaction as An Intervening Variable at Toko UB Makmur Surabaya
Creator
Dipa Fauzan Ibnu Muhyiddin, Yuwita Amila Aulia, Bambang Raditya Purnomo
Proceedings Item Type Metadata
meta_title
The Influence of Service Quality and Store Atmosphere on Customer Loyalty Through Customer Satisfaction as An Intervening Variable at Toko UB Makmur Surabaya
Abstract/Description
This study aims to analyze the influence of service quality and store atmosphere on customer loyalty through customer satisfaction as an intervening variable at Toko UB Makmur Surabaya. The research subjects were the customers of Toko UB Makmur Surabaya with sample of 115 people. The research method used in this study is a quantitative research method. The analytical technique used is Partial Least Square (PLS) with validity test, reliability test, and hypothesis test. The results of the study prove that service quality has a significant effect on customer satisfaction at Toko UB Makmur Surabaya. Store atmosphere has a significant effect on customer satisfaction at Toko UB Makmur Surabaya. Service quality has a positive and significant effect on customer loyalty at Toko UB Makmur Surabaya. Store atmosphere has a positive and significant effect on customer loyalty at Toko UB Makmur Surabaya. Customer satisfaction has a positive and significant effect on customer loyalty at Toko UB Makmur Surabaya. Service quality has no significant effect on customer loyalty through customer satisfaction at Toko UB Makmur Surabaya. Store atmosphere has a significant effect on customer loyalty through customer satisfaction at Toko UB Makmur Surabaya.
publication_date
2024/06/15
pdf_url
https://insyma.org/proceedings/files/original/articles/101_Dipa%20Fauzan%20Ibnu%20Muhyiddin.pdf
abstract_html_url
https://insyma.org/proceedings/items/show/267
keywords
Service Quality, Store Atmosphere, Customer Loyalty, Customer Satisfaction
firstpage
578
lastpage
582
issn
3047-857X
conference
Proceedings of the International Symposium on Management (INSYMA)
Volume
21
publisher_name
Fakultas Bisnis dan Ekonomika, Universitas Surabaya
no article
267
Files
Citation
Dipa Fauzan Ibnu Muhyiddin, Yuwita Amila Aulia, Bambang Raditya Purnomo, “The Influence of Service Quality and Store Atmosphere on Customer Loyalty Through Customer Satisfaction as An Intervening Variable at Toko UB Makmur Surabaya,” Proceedings of the International Symposium on Management (INSYMA), accessed October 31, 2025, https://insyma.org/proceedings/items/show/267.