'Imari, Iqbal (2021) The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty According to An Islamic Perspective. The Mediating Role of Customer Satisfaction Between Service Quality and Customer Loyalty According to An Islamic Perspective, 06 (01). pp. 163-180. ISSN 2527-5143

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Abstract

Professional bussiness management is needed in all sectors of business, including transportation service. Good management through service quality would direct to customer satisfaction and customer loyalty. This study aims at determining whether customer satisfaction mediates the relationship between service quality and customer loyalty in La-Tansa Transport Pondok Modern Darussalam Gontor, then analyze it with the Islamic principles. This research is a quantitative research with the unit of analysis is the customer of La-Tansa Transport Gontor. The data used is primary data through questionnaires filled out by customers. Data collection method using simple random sampling. The number of samples taken was 109 customers determined by random sampling method from a total population of 150 customers. The data analysis method consisted of validity and reliability tests, classical assumption tests (tests for normality, linearity, multicollinearity, and heteroscedasticity), and multiple linear regression analysis. The result shows that customer satisfaction is a mediating variable between service quality and customer loyalty. These results indicate that customers of La-Tansa Transport get sufficient service quality, feel satisfied towards the service, and have had the loyalty to the business. It could be explained because La-Tansa Transport follows the Islamic values in providing service and engaging with customers. The contribution of this research is in each service given, management of La-Tansa Transport must refers to how service the customers properly as ruled by Islam. This

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