The Influence of Service Quality and Corporate Image on Loyalty at KJPP Andi Tiffani & Rekan, with Satisfaction as a Mediating Variable

Giri Kartono; Alimuddin Rizal

doi:10.55681/economina.v5i8.3793

Authors

Giri Kartono Universitas Stikubank (UNISBANK) Semarang, Indonesia
Alimuddin Rizal Universitas Stikubank (UNISBANK) Semarang, Indonesia

DOI:

https://doi.org/10.55681/economina.v5i8.3793

Keywords:

Service Quality, Corporate Image, Customer Satisfaction, Client Loyalty, KJPP

Abstract

This study aims to analyze the effect of service quality and corporate image on client loyalty at the Public Appraisal Firm (KJPP) Andi Tiffani & Partners Semarang Branch, both directly and indirectly through customer satisfaction as a mediating variable. The public appraisal service industry is a high-trust sector requiring solid client retention strategies. The research methodology adopts a quantitative approach using a census sampling technique involving 92 respondents comprising banking institutions, state/regional-owned enterprises, government agencies, private companies, and individual clients. Data analysis was executed using Multiple Linear Regression and the Sobel Test processed via SPSS 22. The results reveal that service quality and corporate image have a positive and significant impact on customer satisfaction. Furthermore, service quality, corporate image, and customer satisfaction exert a positive and significant effect on client loyalty. The Sobel test confirms that customer satisfaction significantly mediates the relationship between service quality and corporate image on client loyalty. These findings highlight that to build long-term loyalty in professional valuation services, firms must balance operational reliability with corporate reputation management to optimize client satisfaction evaluations

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