Influence of product quality and perceived value on customer catisfaction and loyalty in clinical skincare products English
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Nov 30, 2025
Keywords:
Customer Loyalty, Customer Satisfaction, Perceived Value, Product Quality, Skincare Clinic
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Economy
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Abstract
This study aims to analyze the influence of Product Quality and Perceived Value on Customer Satisfaction and their implications for Customer Loyalty among users of clinical skincare products in Serang City. The research method used a quantitative approach with Partial Least Squares Structural Equation Modeling (PLS-SEM) analysis techniques, involving 195 respondents. The results indicate that Product Quality and Perceived Value have a positive influence on Customer Satisfaction. Furthermore, Customer Satisfaction has been shown to contribute to increasing Customer Loyalty. Furthermore, Product Quality and Perceived Value also directly influence Customer Loyalty. These findings strengthen the evidence that a satisfying user experience and perceived value play a crucial role in fostering customer loyalty. Managerial implications suggest that beauty clinics need to prioritize improving product quality and perceived customer value to maintain loyalty. This study is limited by the region and the dominance of a single brand in the sample. Therefore, further research is recommended with a broader scope and involving a variety of clinical skincare brands
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Ariztian, R. and Ramli, A. H. . (2025) “Influence of product quality and perceived value on customer catisfaction and loyalty in clinical skincare products: English”, Jurnal Mantik, 9(3), pp. 1014-1023. Available at: https://www.iocscience.org/ejournal/index.php/mantik/article/view/6747 (Accessed: 17April2026).
References
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Carroll, B. A., & Ahuvia, A. C. (2006). Some antecedents and outcomes of brand love. Marketing Letters, 17(2), 79–89. https://doi.org/10.1007/s11002-006-4219-2
Chandra, T., Ng, M., Chandra, S., & Priyono. (2018). The effect of service quality on student satisfaction and student loyalty: An empirical study. Journal of Social Studies Education Research, 9(3), 109–131. https://doi.org/10.17499/jsser.12590
Das Guru, R. R., & Paulssen, M. (2020). Customers’ experienced product quality: scale development and validation. European Journal of Marketing, 54(4), 645–670. https://doi.org/10.1108/EJM-03-2018-0156
Dayani, A., Agung Kresnamurti Rivai, & Shandy Aditya. (2022). The Impact of E-Service Quality and Brand Trust on Repurchase Intention with Customer Satisfaction as Intervening for Telemedicine Application Users. Jurnal Dinamika Manajemen Dan Bisnis, 5(2), 35–56. https://doi.org/10.21009/jdmb.05.2.3
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El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50(xxxx), 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Grace, E., Girsang, R. M., Simatupang, S., Candra, V., & Sidabutar, N. (2021). Product Quality and Customer Satisfaction and Their Effect On Consumer Loyalty. International Journal of Social Science (IJSS), 1(2), 69–78.
Hafidz, G. P., & Huriyahnuryi, K. (2023). The Effect of Perceived Value on Customer Satisfaction and Customer Loyalty in the Fast-Food Industry in Indonesia. International Journal of Social Science, Education, Communication and Economics (SINOMICS JOURNAL), 2(1), 41–62. https://doi.org/10.54443/sj.v2i1.113
Hair, J., 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. In Springer.
Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality and Tourism Research, 33(4), 487–510. https://doi.org/10.1177/1096348009344212
Huddin, M. N., Kurnia, D., Deviyantoro, D., & Nafiudin, N. (2024). The relationship between customer experience, customer satisfaction, customer trust, and customer loyalty in tourism destination. Diponegoro International Journal of Business, 6(2), 142–154. https://doi.org/10.14710/dijb.6.2.2023.142-154
Khasbulloh, A. H. K., & Suparna, G. (2022). Effect of Perceived Risk and Perceived Value on Customer Loyalty through Customer Satisfaction as Intervening Variables on Bukalapak Users. European Journal of Business and Management Research, 7(4), 22–28. https://doi.org/10.24018/ejbmr.2022.7.4.1472
Pemayun, T. G. A. W. P., & Seminari, N. K. (2020). The Role Customer Satisfaction Mediate The Effect Of Product Quality On Customer Loyalty. American Journal of Humanities and Social Sciences Research, 4(6), 54–62. www.ajhssr.com
Rohmah, H. M., Sunaryo, & Suryadi, N. (2023). The Effect of Product Quality and Distinctiveness on Consumer Loyalty Mediated by Consumer Satisfaction. International Journal of Science and Society, 5(2), 449–465. https://doi.org/10.54783/ijsoc.v5i2.709
Shen, Q., Du, Y., & Huang, J. (2024). Consumer Citizenship Behavior in Online/Offline Shopping Contexts: Differential Impact of Consumer Perceived Value and Perceived Corporate Social Responsibility. Sustainability (Switzerland) , 16(7). https://doi.org/10.3390/su16072968
Slater, C. G., Muhammad, A., & DeLong, K. L. (2025). Does quality matter? Examining the influence of product quality and source on Japanese beef imports. Journal of Agriculture and Food Research, 21(March), 101857. https://doi.org/10.1016/j.jafr.2025.101857
Sofia, T. A. (2023). The Effect of Patient Satisfaction on Patient Loyalty Mediated by Patient Trust and Hospital Brand Image at the Jakarta Education Dental and Oral Hospital. Journal of Social Research, 2(3), 765–780. https://doi.org/10.55324/josr.v2i3.727
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0
Upamannyu, N. K., Gulati, C., Chack, A., & Kaur, G. (2015). The effect of customer trust on customer loyalty and repurchase intention: The moderating influence of perceived CSR. International Journal of Research in IT, Management and Engineering, 5(4), 1–31.
Vaniara, F. V., & Pramono, R. (2022). The Effect of Perceived Value, Customer Satisfaction and Trust on Customer Loyalty at The DM Clinic in East Jakarta. Business and Accounting Research (IJEBAR) Peer Reviewed-International Journal, 6(3), 1–11. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
wibowo, yusuf indra. (2022). Literature Review Customer Satisfaction Determination and Level of Complaint: Product Quality and Service Quality. Dinasti International Journal of Digital Business Management, 3(4), 683–692. https://doi.org/10.31933/dijdbm.v3i4.1268
Wibowo, A. P. (2021). Komparasi Algoritma Klasifikasi untuk Penentuan Jenis Spesies Tanaman Hutan. Jurnal Cakrawala Informasi, 1(1), 12–19. https://doi.org/10.54066/jci.v1i1.209
Wydyanto, & Ilhamalimy, R. R. (2021). the Influence of Service Quality and Product Qualityon Purchase Decisions and Customer Satisfaction(Marketing Management Literature Review). Dijms, 3(2), 385–394. https://doi.org/10.31933/dijms.v3i2
Abigail, J., Sari, V. P., & Saputra, D. (2024). The Influence of Product Quality and Online Shopping Experience (OSE) on Consumer Loyalty Through Customer Satisfaction on Local Skincare Products. Procedia Computer Science, 234(2023), 537–544. https://doi.org/10.1016/j.procs.2024.03.037
Al Amin, Z., & Dhewi, T. S. (2021). How Green Perceived Value and Green Perceived Risk Influence Customer Loyalty Through Customer Satisfaction. Advances in Economics, Business and Management Research, 193(1), 285–290.
Carroll, B. A., & Ahuvia, A. C. (2006). Some antecedents and outcomes of brand love. Marketing Letters, 17(2), 79–89. https://doi.org/10.1007/s11002-006-4219-2
Chandra, T., Ng, M., Chandra, S., & Priyono. (2018). The effect of service quality on student satisfaction and student loyalty: An empirical study. Journal of Social Studies Education Research, 9(3), 109–131. https://doi.org/10.17499/jsser.12590
Das Guru, R. R., & Paulssen, M. (2020). Customers’ experienced product quality: scale development and validation. European Journal of Marketing, 54(4), 645–670. https://doi.org/10.1108/EJM-03-2018-0156
Dayani, A., Agung Kresnamurti Rivai, & Shandy Aditya. (2022). The Impact of E-Service Quality and Brand Trust on Repurchase Intention with Customer Satisfaction as Intervening for Telemedicine Application Users. Jurnal Dinamika Manajemen Dan Bisnis, 5(2), 35–56. https://doi.org/10.21009/jdmb.05.2.3
Donsuchit, T., & Nuangjamnong, C. (2022). Determinant of Influencing Customer Loyalty and Repurchase Intention toward Mobile Application Food Delivery Service in Bangkok. International Research E-Journal on Business and Economics, 7(1), 1–14. http://www.assumptionjournal.au.edu/index.php/aumitjournal/article/view/6283/3438
El-Adly, M. I. (2019). Modelling the relationship between hotel perceived value, customer satisfaction, and customer loyalty. Journal of Retailing and Consumer Services, 50(xxxx), 322–332. https://doi.org/10.1016/j.jretconser.2018.07.007
Grace, E., Girsang, R. M., Simatupang, S., Candra, V., & Sidabutar, N. (2021). Product Quality and Customer Satisfaction and Their Effect On Consumer Loyalty. International Journal of Social Science (IJSS), 1(2), 69–78.
Hafidz, G. P., & Huriyahnuryi, K. (2023). The Effect of Perceived Value on Customer Satisfaction and Customer Loyalty in the Fast-Food Industry in Indonesia. International Journal of Social Science, Education, Communication and Economics (SINOMICS JOURNAL), 2(1), 41–62. https://doi.org/10.54443/sj.v2i1.113
Hair, J., 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. In Springer.
Han, H., & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality and Tourism Research, 33(4), 487–510. https://doi.org/10.1177/1096348009344212
Huddin, M. N., Kurnia, D., Deviyantoro, D., & Nafiudin, N. (2024). The relationship between customer experience, customer satisfaction, customer trust, and customer loyalty in tourism destination. Diponegoro International Journal of Business, 6(2), 142–154. https://doi.org/10.14710/dijb.6.2.2023.142-154
Khasbulloh, A. H. K., & Suparna, G. (2022). Effect of Perceived Risk and Perceived Value on Customer Loyalty through Customer Satisfaction as Intervening Variables on Bukalapak Users. European Journal of Business and Management Research, 7(4), 22–28. https://doi.org/10.24018/ejbmr.2022.7.4.1472
Pemayun, T. G. A. W. P., & Seminari, N. K. (2020). The Role Customer Satisfaction Mediate The Effect Of Product Quality On Customer Loyalty. American Journal of Humanities and Social Sciences Research, 4(6), 54–62. www.ajhssr.com
Rohmah, H. M., Sunaryo, & Suryadi, N. (2023). The Effect of Product Quality and Distinctiveness on Consumer Loyalty Mediated by Consumer Satisfaction. International Journal of Science and Society, 5(2), 449–465. https://doi.org/10.54783/ijsoc.v5i2.709
Shen, Q., Du, Y., & Huang, J. (2024). Consumer Citizenship Behavior in Online/Offline Shopping Contexts: Differential Impact of Consumer Perceived Value and Perceived Corporate Social Responsibility. Sustainability (Switzerland) , 16(7). https://doi.org/10.3390/su16072968
Slater, C. G., Muhammad, A., & DeLong, K. L. (2025). Does quality matter? Examining the influence of product quality and source on Japanese beef imports. Journal of Agriculture and Food Research, 21(March), 101857. https://doi.org/10.1016/j.jafr.2025.101857
Sofia, T. A. (2023). The Effect of Patient Satisfaction on Patient Loyalty Mediated by Patient Trust and Hospital Brand Image at the Jakarta Education Dental and Oral Hospital. Journal of Social Research, 2(3), 765–780. https://doi.org/10.55324/josr.v2i3.727
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203–220. https://doi.org/10.1016/S0022-4359(01)00041-0
Upamannyu, N. K., Gulati, C., Chack, A., & Kaur, G. (2015). The effect of customer trust on customer loyalty and repurchase intention: The moderating influence of perceived CSR. International Journal of Research in IT, Management and Engineering, 5(4), 1–31.
Vaniara, F. V., & Pramono, R. (2022). The Effect of Perceived Value, Customer Satisfaction and Trust on Customer Loyalty at The DM Clinic in East Jakarta. Business and Accounting Research (IJEBAR) Peer Reviewed-International Journal, 6(3), 1–11. https://jurnal.stie-aas.ac.id/index.php/IJEBAR
wibowo, yusuf indra. (2022). Literature Review Customer Satisfaction Determination and Level of Complaint: Product Quality and Service Quality. Dinasti International Journal of Digital Business Management, 3(4), 683–692. https://doi.org/10.31933/dijdbm.v3i4.1268
Wibowo, A. P. (2021). Komparasi Algoritma Klasifikasi untuk Penentuan Jenis Spesies Tanaman Hutan. Jurnal Cakrawala Informasi, 1(1), 12–19. https://doi.org/10.54066/jci.v1i1.209
Wydyanto, & Ilhamalimy, R. R. (2021). the Influence of Service Quality and Product Qualityon Purchase Decisions and Customer Satisfaction(Marketing Management Literature Review). Dijms, 3(2), 385–394. https://doi.org/10.31933/dijms.v3i2
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