Influence service quality against customer loyalty : mediation role customer engagement
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Published:
Nov 30, 2025
Keywords:
Customer Engagement, Customer Loyalty, PLS-SEM, Quantitative research, Service quality
Section
Economy
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Abstract
This study seeks to explore how service quality influences customer loyalty, with customer engagement positioned as a mediating variable. Adopting a quantitative research design, data were obtained from a survey of 105 respondents and analyzed using SmartPLS 3 with the Partial Least Squares Structural Equation Modeling (PLS-SEM) technique. The findings reveal that service quality exerts a significant positive impact on both customer engagement (? = 0.527; p < 0.001) and customer loyalty (? = 0.348; p < 0.01). Additionally, customer engagement is shown to strongly predict customer loyalty (? = 0.509; p < 0.001) and serves as a pivotal mediator in the link between service quality and loyalty (? = 0.268; p < 0.001). These results suggest that, aside from improving the technical dimensions of service delivery, companies should prioritize cultivating meaningful interactions with customers to strengthen engagement, nurture emotional bonds, and secure sustainable loyalty. The findings show that service quality brings greater impact when combined with customer engagement strategies like personalization, open communication, and community-building. Managers can apply this to boost satisfaction while building loyalty that withstands competitors. This reinforces the novelty of treating engagement as the key link between service quality and long-term business success.
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How to Cite
Agustini, D. S. and Setyawati, H. A. . (2025) “Influence service quality against customer loyalty : mediation role customer engagement ”, Jurnal Mantik, 9(3), pp. 968-975. doi: 10.35335/mantik.v9i3.6572.
References
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So, K. K. F., King, C., & Sparks, B. (2012). Customer Engagement With Tourism Brands: Scale Development and Validation. Journal of Hospitality and Tourism Research. https://doi.org/10.1177/1096348012451456
So, K. K. F., King, C., Sparks, B., & Wang, Y. (2014). The Role of Customer Engagement in Building Consumer Loyalty to Tourism Brands. Journal of Travel Research. https://doi.org/10.1177/0047287514541008
Suliyanto. (2018). Metode Penelitian Bisnis. Andi Offset.
Sustainability. (2023). The mediating effect of customer satisfaction between service quality and customer loyalty in mobile social media services. Sustainability, 15(14), 11214. https://doi.org/10.3390/su151411214
Zeithaml, Parasuraman, & Berry. (1990). Service Maketing (2 (ed.)). Mc GrawHill International Edition.
Bansal, H. S., & Chaudhary, R. (2016). Customer engagement in brand communities: A perspective on value co-creation. Journal of Product & Brand Management, 25(5), 449–460. https://doi.org/10.1108/JPBM-08-2015-0959
Çerri, S. (2012). Exploring the Relationships among Service Quality, Satisfaction, Trust and Store Loyalty among Retail Customers. Journal of Competitiveness, 4(4), 16–35. https://doi.org/10.7441/joc.2012.04.02
Fernandes, A. (2018). The mediation effect of customer satisfaction in relationship between service quality, service orientation and marketing mix strategy to customer loyalty. Journal of Management Development, 37, 0. https://doi.org/10.1108/JMD-12-2016-0315
Gremler, D. D., Gwinner, K. P., & Brown, S. W. (2022). The role of customer engagement in strengthening service quality–loyalty relationships. Journal of Service Research, 25(3), 340–355. https://doi.org/10.1177/10946705221081234
Griffin. (2005). Customer Loyalty. Penerbit Erlangga.
Gursoy, D., S. Chen, J., & G. Chi, C. (2014). Theoretical examination of destination loyalty formation. International Journal of Contemporary Hospitality Management, 26(5), 809–827. https://doi.org/10.1108/IJCHM-12-2013-0539
Hair, J. F., & Alamer, A. (2022). Partial least squares structural equation modeling (PLS-SEM) in second language and education research: Guidelines using an applied example. Research Methods in Applied Linguistics, 1(3), 100027. https://selfdeterminationtheory.org/wp-content/uploads/2023/12/2022_HairAlamer_PartialLeast.pdf
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. (2021). Partial least squares structural equation modeling (PLS-SEM) using R: A workbook. Springer. https://doi.org/10.1007/978-3-030-80519-7
Hurriyati, R. (2015). Bauran Pemasaran dan Loyalitas Konsumen (4th ed.). ALFABETA,CV.
Ibrahim, B., Khalid, N., & Usman, M. (2023). Investigating the relationship between service quality and customer loyalty: A mediating role of satisfaction. International Journal of Business and Society, 24(1), 89–104. https://doi.org/10.33736/ijbs.5364.2023
Jhantasana, C. (2023). Should a rule of thumb be used to calculate PLS-SEM sample size? International Journal of Business and Applied Social Science, 9(3), 1–10. https://www.researchgate.net/publication/370155544
Kock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Information Systems Journal, 28(1), 227–261. https://doi.org/10.1111/isj.12131
Kosiba, J. P. B., Boateng, H., Okoe Amartey, A. F., Boakye, R. O., & Hinson, R. (2018). Examining customer engagement and brand loyalty in retail banking. International Journal of Retail & Distribution Management, 46(8), 764–779. https://doi.org/10.1108/IJRDM-08-2017-0163
Kotler, P., & Keller, K. L. (2006). Dirección de marketing. Pearson educación.
Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing Management. Pearson Education Limited.
Lesmini, L., Sari, M., & Nugraha, A. (2024). The role of customer engagement in mediating the effect of e-service quality on customer loyalty. Proceedings of the International Conference on Accounting, Taxation, and Law Research, 223–234. https://proceedings.itltrisakti.ac.id/index.php/ATLR/article/view/587
Novyantri, E. D., & Setiawardani, N. E. (2021). No TitleThe role of customer satisfaction in mediating the influence of e-service quality on customer loyalty in OVO application users in Purwokerto. International Journal of Applied Business and Operations Management, 2(1), 44–58. https://ijabo.a3i.or.id/index.php/ijabo/article/view/174
Russo, D., & Stol, K.-J. (2021). PLS-SEM for software engineering research: An introduction and survey. ACM Transactions on Software Engineering and Methodology, 31(2), 1–38. https://doi.org/10.1145/3447580
Saad, H., Soliman, M., & Elshaer, I. (2022). The impact of service quality, responsiveness, and resilience on customer loyalty in MSMEs. Sustainability, 14(9), 5011. https://doi.org/10.3390/su14095011
Sarstedt, M., Hair, J. F., Nitzl, C., Ringle, C. M., & Howard, M. C. (2020). Beyond a tandem analysis of SEM and PROCESS: Use of PLS-SEM for mediation analyses. International Journal of Market Research, 62(3), 288–299. https://mattchoward.com/wp-content/uploads/2020/06/sarstedt_hair_nitzl_ringle_howard_ijmr_2020.pdf
So, K. K. F., King, C., & Sparks, B. (2012). Customer Engagement With Tourism Brands: Scale Development and Validation. Journal of Hospitality and Tourism Research. https://doi.org/10.1177/1096348012451456
So, K. K. F., King, C., Sparks, B., & Wang, Y. (2014). The Role of Customer Engagement in Building Consumer Loyalty to Tourism Brands. Journal of Travel Research. https://doi.org/10.1177/0047287514541008
Suliyanto. (2018). Metode Penelitian Bisnis. Andi Offset.
Sustainability. (2023). The mediating effect of customer satisfaction between service quality and customer loyalty in mobile social media services. Sustainability, 15(14), 11214. https://doi.org/10.3390/su151411214
Zeithaml, Parasuraman, & Berry. (1990). Service Maketing (2 (ed.)). Mc GrawHill International Edition.
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