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The influence of membership program on customer loyalty mediated by customer satisfaction

Author

Listed:
  • Fadhil Muhammad

    (Management Departement, Faculty of Economics, State Islamic University of Maulana Malik Ibrahim Malang)

  • Fatkhur Rozi

    (Associate Lecturer in Management, Faculty of Economics, State Islamic University of Maulana Malik Ibrahim Malang,)

  • Achmad Sani Supriyanto

    (Associate Professor in Management, Faculty of Economics, State Islamic University of Maulana Malik Ibrahim Malang)

Abstract

This research aimed to determine the effect of the membership programs on customer loyalty of Kartu Aku users at Alfamart Sunan Kalijaga Street, Malang City by involving customer satisfaction as mediating variable. This research employed a quantitative approach with a sample of 161 respondents determined by the Slovin formula. Data collection methods used a questionnaire. Meanwhile, the data analysis technique used SEM (Structural Equation Modeling) PLS, and the mediation test used bootstrapping with help of SmartPLS 3.3.3 software. The result showed that variable membership program had a significant effect on variable customer loyalty with t-statistics value 15,027, variable membership program had a significant effect on variable customer satisfaction with tstatistics value 14,391, variable customer satisfaction had a significant effect on variable customer loyalty with tstatistic value 2,818 and variable customer satisfaction significantly mediated the relationship between variable membership program and variable customer loyalty with tstatistics value 2,772. Key Words:Membership Program, Customer Loyalty, Customer Satisfaction

Suggested Citation

  • Fadhil Muhammad & Fatkhur Rozi & Achmad Sani Supriyanto, 2021. "The influence of membership program on customer loyalty mediated by customer satisfaction," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(6), pages 34-41, September.
    • Handle: RePEc:rbs:ijbrss:v:10:y:2021:i:6:p:34-41
    DOI: 10.20525/ijrbs.v10i6.1362
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    References listed on IDEAS

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    1. Salihah Khairawati, 2020. "Effect of customer loyalty program on customer satisfaction and its impact on customer loyalty," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 9(1), pages 15-23, January.
    2. Kang, Jun & Alejandro, Thomas Brashear & Groza, Mark D., 2015. "Customer–company identification and the effectiveness of loyalty programs," Journal of Business Research, Elsevier, vol. 68(2), pages 464-471.
    3. Arbore, Alessandro & Estes, Zachary, 2013. "Loyalty program structure and consumers' perceptions of status: Feeling special in a grocery store?," Journal of Retailing and Consumer Services, Elsevier, vol. 20(5), pages 439-444.
    4. Jiang, Hongwei & Zhang, Yahua, 2016. "An investigation of service quality, customer satisfaction and loyalty in China's airline market," Journal of Air Transport Management, Elsevier, vol. 57(C), pages 80-88.
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