THE INFLUENCE OF SERVICE QUALITY AND PRODUCT KNOWLEDGE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AT PT RUKUN PUTERA BERSAMA

Authors

  • Fatma Nur Laila Ciputra University Surabaya, Indonesia
  • Mohamad Trio Febriyantoro Ciputra University Surabaya, Indonesia

DOI:

https://doi.org/10.29040/ijebar.v10i3.20801

Abstract

Competition in the medical device distribution industry is becoming increasingly intense, prompting companies to boost customer loyalty through service quality and product knowledge. This study aims to analyze the influence of service quality and product knowledge on customer loyalty through customer satisfaction at PT Rukun Putera Bersama. This study employs a quantitative approach using a survey method administered to 95 Business-to-Customer (B2C) customers selected via purposive sampling. Data were collected via a questionnaire using a Likert scale and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with SmartPLS 4. The results indicate that service quality and product knowledge have a positive and significant effect on both customer satisfaction and customer loyalty. Customer satisfaction also has a positive and significant effect on customer loyalty and was found to partially mediate the effects of service quality and product knowledge on customer loyalty. This study provides an empirical contribution to explain the development of customer loyalty through the roles of service quality, product knowledge, and customer satisfaction in the context of the medical device distribution industry, a topic that has been limited in previous research.

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Published

2026-09-26

How to Cite

Laila, F. N., & Febriyantoro, M. T. (2026). THE INFLUENCE OF SERVICE QUALITY AND PRODUCT KNOWLEDGE ON CUSTOMER LOYALTY THROUGH CUSTOMER SATISFACTION AT PT RUKUN PUTERA BERSAMA. International Journal of Economics, Business and Accounting Research (IJEBAR), 10(3). https://doi.org/10.29040/ijebar.v10i3.20801

Issue

Vol. 10 No. 3 (2026): IJEBAR: Vol. 10, Issue 3, September 2026

Section

Articles

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