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The Influence of Customer Expectation and Marketing Mix on Customer Loyalty with Customer Satisfaction as Intervening

Educational Management · Vol. 10 No. 2 (2021) · hlm. 252–259

ISSN
2502-454X, 2252-7001
Terbit
2021-08-15
Penerbit
Educational Management
Bahasa
eng

Abstrak

The purpose of this study was to determine whether there is an effect of customer expectations and marketing mix on customer loyalty with customer satisfaction as an intervention at SMK Al-Ittihad. All activities carried out by a school will ultimately lead to students' value regarding their perceived satisfaction. If student satisfaction is realized, loyalty to school is also manifested. This study's population were all SMK Al-Ittihad Boarding School Jungpasir, Wedung, Demak in the 2020/2021 academic year, with the sampling technique being the Stratified Random Sampling technique. The data collection technique is a questionnaire. The path analysis results (Path Analysis) show that there is a significant influence between the variable Customer Expectations and the Marketing Mix partially on Customer Satisfaction with the Sig. 0.05. Customer Expectations directly affect Customer Loyalty with the direct effect value is greater than the indirect effect value (0.507> 0.316). Marketing Mix directly affects Customer Loyalty with the greater direct effect value than the indirect effect value (0.013> -0.201). This research is useful as input in the development of management science, especially in marketing management.

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  • State University of Semarang
  • IAIN Syekh Nurjati Cirebon
  • Politeknik Negeri Subang
  • Jenderal Soedirman University
  • IPB University
  • State University of Jakarta
  • Afiliasi tidak diketahui
  • Organisasi berbeda
  • Organisasi sama
  • Afiliasi tidak diketahui
  • Garis lebih tebal = lebih banyak artikel bersama · lingkaran lebih besar = lebih banyak artikel
Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Isa AkhlisState University of Semarang5
Siti WahyuniState University of Semarang3
Hari WibawantoState University of Semarang3
Sugiyanto SugiyantoState University of Semarang2
Masturi MasturiState University of Semarang2
Masrukan MasrukanState University of Semarang2
Amin YusufAfiliasi tidak diketahui2
Dedi PrestiadiAfiliasi tidak diketahui2
I Made SudanaAfiliasi tidak diketahui2
Sugianto SugiantoIAIN Syekh Nurjati Cirebon1
Susilawati SusilawatiPoliteknik Negeri Subang1
Emi Shofiyatul KhusnaAfiliasi tidak diketahui1
Prakosa Shella SyifaAfiliasi tidak diketahui1
Yasinta Tiara AzzahraAfiliasi tidak diketahui1
Dwi Indah Pangesti CahyaAfiliasi tidak diketahui1
Sutikno SutiknoAfiliasi tidak diketahui1
Teguh DarsonoAfiliasi tidak diketahui1
Sulhadi SulhadiAfiliasi tidak diketahui1
Titi PrihatinAfiliasi tidak diketahui1
Veronika NdapalokaAfiliasi tidak diketahui1
Suwito Eko PramonoAfiliasi tidak diketahui1
Ferdinandus DurhanAfiliasi tidak diketahui1
Ridwan SamsuAfiliasi tidak diketahui1
Murwatiningsih MurwatiningsihAfiliasi tidak diketahui1
Nova Mega PersadaAfiliasi tidak diketahui1
Rasdi EkosiswoyoAfiliasi tidak diketahui1
Devi Nurul IstiqomahAfiliasi tidak diketahui1
Sugiyono SugiyonoJenderal Soedirman University1
Noerhidayah SuprihatiniAfiliasi tidak diketahui1
Miftakhul JannahAfiliasi tidak diketahui1
Yuli UtantoAfiliasi tidak diketahui1
Deni SetiawanIPB University1
Fenia Ahadia IrawatiAfiliasi tidak diketahui1
Fitriya RohmahAfiliasi tidak diketahui1
Eko SupraptonoAfiliasi tidak diketahui1
Tri harto Eka SutrisnaAfiliasi tidak diketahui1
Imam SantosoState University of Jakarta1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/sju/index.php/eduman/oai, pertama di-harvest 5 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en-US">The Influence of Customer Expectation and Marketing Mix on Customer Loyalty with Customer Satisfaction as Intervening</dc:title>
	<dc:creator>Mukarromah, Syarifatul</dc:creator>
	<dc:creator>Hardyanto, Wahyu</dc:creator>
	<dc:creator>Eko Pramono, Suwito</dc:creator>
	<dc:description xml:lang="en-US">The purpose of this study was to determine whether there is an effect of customer expectations and marketing mix on customer loyalty with customer satisfaction as an intervention at SMK Al-Ittihad. All activities carried out by a school will ultimately lead to students' value regarding their perceived satisfaction. If student satisfaction is realized, loyalty to school is also manifested. This study's population were all SMK Al-Ittihad Boarding School Jungpasir, Wedung, Demak in the 2020/2021 academic year, with the sampling technique being the Stratified Random Sampling technique. The data collection technique is a questionnaire. The path analysis results (Path Analysis) show that there is a significant influence between the variable Customer Expectations and the Marketing Mix partially on Customer Satisfaction with the Sig. &amp;lt;0.05. Directly there is a significant influence between the variable Customer Expectations and Customer Satisfaction with Customer Loyalty with the Sig Value. &amp;lt;0.05, and there is no significant influence between the Marketing Mix variable and Customer Loyalty with the Sig. 0.778&amp;gt; 0.05. Customer Expectations directly affect Customer Loyalty with the direct effect value is greater than the indirect effect value (0.507&amp;gt; 0.316). Marketing Mix directly affects Customer Loyalty with the greater direct effect value than the indirect effect value (0.013&amp;gt; -0.201). This research is useful as input in the development of management science, especially in marketing management. </dc:description>
	<dc:publisher xml:lang="en-US">Educational Management</dc:publisher>
	<dc:date>2021-08-15</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/sju/eduman/article/view/44435</dc:identifier>
	<dc:source xml:lang="en-US">Educational Management; Vol 10 No 2 (2021): August 2021; 252-259</dc:source>
	<dc:source>2502-454X</dc:source>
	<dc:source>2252-7001</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/sju/eduman/article/view/44435/19367</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2021 Educational Management</dc:rights>
</oai_dc:dc>