The impact of service quality attributes of beauty parlors towards customer loyalty through customer satisfaction and trust

This study aims to determine examine the positive impact of customer loyalty in a beauty parlor through customer satisfaction. The survey method was carried out in research using a questionnaire. This research is a random sampling research with a total of 144 Sister’s Beauty Studio customers as resp...

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Bibliographic Details
Published inJPPI (Jurnal Penelitian Pendidikan Indonesia) (Online) Vol. 8; no. 3; pp. 817 - 827
Main Authors Maria Tambayong, Maudy Mikha, Tan, Pauline H. Pattyranie
Format Journal Article
LanguageEnglish
Published Indonesian Institute for Counseling, Education and Therapy (IICET) 30.09.2022
Subjects
customer loyalty, customer satisfaction
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Summary:This study aims to determine examine the positive impact of customer loyalty in a beauty parlor through customer satisfaction. The survey method was carried out in research using a questionnaire. This research is a random sampling research with a total of 144 Sister’s Beauty Studio customers as respondents. The data analysis used the PLS-SEM approach with the help of the SMART-PLS program. The result showed tangibility, reliability, assurance, empathy and responsiveness did have positive impacts on customer satisfaction. Furthermore, the research also handed out customer satisfaction has a positive impact on customer loyalty and hence customer trust.
ISSN:2477-8524
2502-8103
DOI:10.29210/020221574