Service quality and the mediating role of customer satisfaction on service loyalty at Keningau district farmers' organizations / Fatin Nabilah Ibrahim

There are many past research regarding the service loyalty, service quality and customer satisfaction. Until now, many researcher still study about the relationship between these three variables. As we know, customer needs and wants are hardly too satisfied as well as the service loyalty. The study began with service loyalty topics followed by service quality and customer satisfaction. Customer satisfaction is the moderator who connects to the service quality of service loyalty. 80 respondents involved is the answer to the questions related to the study questionnaires but only 79 accepted. The findings show that with or without customer satisfaction does not show different results. Customer satisfaction does not play the role of mediator in the quality of services to loyalty services as R2 shows 0.59 with customer satisfaction and 0.059 without customer satisfaction. Discussed the implications, limitations of the study and recommendations were shown.