The Influence of Service Quality, Customer Experience, and Brand Image on Customer Loyalty Mediated by Customer Satisfaction at Shinery Aesthetic Clinic Salatiga

DOI

10.2991/978-94-6463-862-2_18How to use a DOI?

Keywords

customer loyalty; customer satisfaction; service quality

Abstract

This study analyzes the influence of service quality, customer experience, and brand image on customer loyalty mediated by customer satisfaction at Shinery Aesthetic Clinic Salatiga. The loyalty gap phenomenon shows a disparity between customer satisfaction (74%) and revisit intention (41%), along with declining returning customer visits from 317 to 248 during January-March 2025. Using quantitative methods with PLS-SEM on 220 respondents, this research tested seven main hypotheses. Results indicate all variables significantly influence customer loyalty both directly and through customer satisfaction mediation. Service quality has the highest contribution to customer satisfaction (β = 0.450), while customer satisfaction most strongly influences customer loyalty (β = 0.520). The research model explains 65% of customer loyalty variance and 51.7% of customer satisfaction. These findings confirm the crucial role of customer satisfaction as a mediator in all variable relationships, providing strategic insights for clinic management to optimize the three main factors for enhancing sustainable customer loyalty.

Copyright

© 2025 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Kris Nurhayatii
AU  - Fitri Lukiastutii
PY  - 2025
DA  - 2025/10/27
TI  - The Influence of Service Quality, Customer Experience, and Brand Image on Customer Loyalty Mediated by Customer Satisfaction at Shinery Aesthetic Clinic Salatiga
BT  - Proceedings of the 2nd International Conference on Business, Accounting, Banking, and Economics (ICBABE 2025)
PB  - Atlantis Press
SP  - 218
EP  - 226
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-862-2_18
DO  - 10.2991/978-94-6463-862-2_18
ID  - Nurhayatii2025
ER  -