The Role of Customer Satisfaction in Mediating the Effect of Service Claim and Brand Image on Customer Loyalty at PT Asuransi Sahabat Artha Proteksi in Jakarta
Bibliographic Data
| ID | 22246581 |
|---|---|
| Authors | Felisia NG Felisia NG, Felisia NG (Krida Wacana Christian University), Melitina Tecoalu (Krida Wacana Christian University), Melitina Tecoalu Melitina Tecoalu, Soegeng Wahyoedi (Krida Wacana Christian University), Soegeng Wahyoedi Soegeng Wahyoedi |
| Year | 2022 |
| Volume | 4 |
| Issue | 1 |
| Pages | 126-139 |
| Publication date | 2022-03-09 |
| Peer Reviewed | Yes |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Britain International of Humanities and Social Sciences (BIoHS) Journal (JOURNAL) |
| Journal identifiers | ISSN: 2685-3868 • E-ISSN: 2685-3868 |
| Publisher | Budapest International Research and Critics Institute (PUBLISHER) |
| DOI | 10.33258/biohs.v4i1.598 |
| OpenAlex | W4221039026 |
| Language | EN |
| Citations received | 1 |
| References cited | 2 |
The purpose of this study was to determine the role of customer satisfaction in mediating the effect of Service Claim and Brand Image on Customer Loyalty at PT Asuransi Sahabat Artha Proteski in Jakarta. This research was conducted using the Probability Sampling method with the type of Simple Random Sampling. Researchers distributed questionnaires to 100 respondents who were customers of PT Asuransi Sahabat Artha Proteksi in Jakarta. Data analysis using SmartPLS Analysis version 3.3. The results of this study indicate that service claims have a positive and significant effect on customer loyalty. Brand image has a positive and significant influence on customer loyalty. Service claims have a positive and significant effect on customer satisfaction. Brand image has a positive and significant influence on customer satisfaction. Customer satisfaction has a positive and significant influence on customer loyalty. Customer satisfaction mediates the effect of service claims on customer loyalty. Customer satisfaction mediates the effect of brand image on customer loyalty
Advertising · Business · Customer advocacy · Customer delight · Customer retention · Customer satisfaction · Loyalty · Loyalty business model · Service quality · Agricultural and Environmental Management · Consumer Behavior and Marketing Influence · Psychology · SMEs Development and Digital Marketing · Marketing
| Unique citing works | 1 |
|---|---|
| Citations per year | 0.33 |
| Citation span | 2023 - 2023 (1) |
| Citation velocity | historical |
| Highly cited | No |
| Citation types | Neutral: 1 |