Orda Meilkianus (1), Patwayati (2), Endro Sukotjo (3), Dzulfikri Azis Muthalib (4)
This study aims to analyze the effect of service quality on customer loyalty and to examine the mediating roles of corporate image and trust at the Prodia Kendari Clinical Laboratory. A quantitative survey approach was used, with data collected from 100 customers selected through accidental sampling, the sample size being determined using the Lemeshow formula. Data were analyzed using Partial Least Squares–Structural Equation Modeling (PLS-SEM) with SmartPLS 4. The results indicate that service quality has a positive and significant effect on corporate image and trust. Corporate image and trust have a positive and significant effect on customer loyalty, whereas service quality has no significant direct effect on loyalty. Mediation analysis reveals that corporate image and trust fully mediate the relationship between service quality and customer loyalty. These findings suggest that service quality builds customer loyalty indirectly, through a positive corporate image and customer trust.
Abriyanto, R., Zulkarnain, Z., & Garnasih, R. L. (2025). Analysis of service quality and brand image on customer satisfaction and loyalty: Case study of precious metal products. Golden Ratio of Marketing and Applied Psychology of Business, 5(1), 219–233. https://doi.org/10.52970/grmapb.v5i1.870
Alves, H., & Raposo, M. (2010). The influence of university image on student behaviour. International Journal of Educational Management, 24(1), 73–85. https://doi.org/10.1108/09513541011013060
Amelia AP, A. R., Nadya, N., Gobel, F. A., Ikhtiar, M., Multazam, A. M., & Muchlis, N. (2025). Hubungan kualitas pelayanan terhadap kepuasan dan kepercayaan pasien Poli Umum di Klinik Medical Specialist Centre Makassar tahun 2024. Journal of Aafiyah Health Research (JAHR), 6(1), 46–57. https://doi.org/10.52103/jahr.v6i1.1904
Andari, M. P., & Mulyantomo, E. (2020). Pengaruh kualitas pelayanan, fasilitas, kepercayaan dan promosi terhadap kepuasan pelanggan (Studi pada pelanggan Hotel Pandanaran Semarang). Solusi, 18(3). https://doi.org/10.26623/slsi.v18i3.2610
Arfa, A. R., Nasrudin, N., & Ahri, R. A. (2025). Pengaruh kualitas layanan terhadap kepuasan pasien dan loyalitas pasien rawat inap di Rumah Sakit Ibu Anak Sitti Khadijah 1 Makassar. Journal of Aafiyah Health Research (JAHR), 6(2), 79–87. https://doi.org/10.52103/jahr.v6i2.2019
Aris, M., Kamaluddin, M., & Masri, M. (2020). Pengaruh dimensi kualitas pelayanan terhadap kepuasan masyarakat pada proses pembuatan SIM di Satlantas Satuan Penyelenggara Administrasi SIM (Satpas) Polres Kendari. JUMBO, 4(3), 121–132. https://doi.org/10.33772/jumbo.v4i3.16678
Armadinah, T., Ginting, C. N., & Hartono. (2024). Pengaruh kualitas pelayanan terhadap kepuasan dan kepercayaan pasien di Puskesmas Desa Ujung Batu I. Indonesian Nursing Journal of Education and Clinic, 4(2), 10–21.
Ayuningrum, M. R., & Yuniriyanti, E. (2023). Pengaruh kualitas pelayanan dan citra perusahaan terhadap loyalitas nasabah (Studi pada Bank BNI KCP Unit Purwareja Klampok-Banjarnegara). Economics, Management and Banking Studies, 1(1), 10–17. https://jurnal.unmer.ac.id/index.php/embs/article/view/10054
Bagaskara, A. S., & Utari, W. (2023). Pengaruh kualitas pelayanan inti dan kualitas pelayanan periferal terhadap kepuasan pelanggan dan loyalitas pelanggan pada Laboratorium Klinik Grha Prodia Surabaya. Jurnal Manajerial Bisnis, 6(2), 95–108. https://doi.org/10.37504/jmb.v6i2.494
Boulding, K. E. (1956). The image: Knowledge in life and society. University of Michigan Press.
Damayanti, N. W. E. (2023). Pengaruh promosi dan kualitas pelayanan terhadap kepercayaan pasien pada Rumah Sakit Khusus Gigi dan Mulut Pendidikan Universitas Airlangga. Jurnal Sains Pemasaran Indonesia, 22(1), 31–41. https://doi.org/10.14710/jspi.v22i1.31-41
Fandheo, F. S., Kumala, S., & Putriana, L. (2025). Pengaruh citra merek, kualitas dan harga produk imunomodulator terhadap kepuasan dan dampaknya pada loyalitas konsumen Jabodetabek. Jurnal Riset Bisnis, 8(2), 172–191. https://doi.org/10.65179/jrb.2025.7264
Ferdiansyah, F., & Sudarso, A. P. (2024). The influence of service quality and brand trust on brand image and its implications on Panin Bank customer loyalty in the use of mobile banking. Economic and Business Horizon, 3(2), 47–60. https://doi.org/10.54518/ebh.3.2.2024.373
Hantoro, P. T., Astuti, H. J., Rachmawati, E., & Purwidianti, W. (2025). The effect of service quality, corporate image, customer trust, customer satisfaction, and customer experience on customer loyalty at PT Pelindo (Persero) (Case study at Tanjung Intan, Gresik, and Tanjung Perak Port). Indonesian Interdisciplinary Journal of Sharia Economics, 8(2), 3917–3937. https://doi.org/10.31538/iijse.v8i2.6356
Helmy, A., Widjaja, B. T., & Fushen, F. (2025). Pengaruh kualitas layanan dan citra rumah sakit terhadap kepuasan dan kepercayaan pasien di Sentra Medika Hospital Cibinong. Journal of Innovation Research and Knowledge, 4(10). https://doi.org/10.53625/jirk.v4i10.9958
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Kusuma, L., Saleh, S., & Sinarwaty. (2019). Pengaruh kualitas layanan terhadap kepuasan konsumen yang dimediasi oleh citra perusahaan. JUMBO, 3(2), 158–169.
Mangindara, Ekawaty, D., Windarti, S., Amirullah, A. N., & Aksha, N. A. (2023). Relationship between service quality and patient loyality in the installation of Labuang Baji Hospital Makassar. Miracle Journal of Public Health, 6(1), 11–21. https://doi.org/10.36566/mjph.v6i1.303
Munusamy, J., Chelliah, S., & Mun, H. W. (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. International Journal of Innovation, Management and Technology, 1(4), 398–404. https://doi.org/10.7763/IJIMT.2010.V1.71
Ofosu-Boateng, I., & Acquaye, P. (2020). Effects of service quality and customer satisfaction on customers' loyalty in the hospitality industry of Ghana. European Journal of Business and Management Research, 5(5). https://doi.org/10.24018/ejbmr.2020.5.5.538
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Praptiningsih, E., Fathorrahman, F., & Pradiani, T. (2024). Analisis pengaruh kualitas layanan dan promosi terhadap keputusan pelanggan untuk berkunjung kembali melalui brand image pada Laboratorium Klinik Prodia Surabaya. Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan, 18(6). https://doi.org/10.35931/aq.v18i6.3847
Pudjonarko, C. A. S., & Indriani, F. (2022). Analisis pengaruh brand image, service quality, kepuasan pelanggan dan loyalitas konsumen rumah sakit. Jurnal Studi Manajemen Organisasi, 19(1), 15–23. https://doi.org/10.14710/jsmo.v19i1.39387
Purnama, E., & Yuliaty, F. (2025). Studi literatur: Faktor kualitas pelayanan terhadap loyalitas pasien di rumah sakit Indonesia. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 5(1), 50–60. https://doi.org/10.37481/jmeb.v5i1.1112
Putra, I. P. K., Hudayah, S., & Achmad, G. N. (2020). The effect of customer value and customer trust on satisfaction and customer loyalty PT Samator Gas Industri Samarinda Seberang. International Journal of Economics, Business and Accounting Research, 4(2). https://doi.org/10.29040/ijebar.v4i02.1048
Razzak, H., & Zaerofi, A. (2025). The role of customer satisfaction in moderating the effect of brand image and service quality on loyalty (Study on Islamic banking in West Java region). Perbanas Journal of Islamic Economics and Business, 5(1), 64–74. https://doi.org/10.56174/pjieb.v5i1.294
Sahlani, S., & Ruswanti, E. (2024). The effect of service quality, brand image, e-WOM, customer satisfaction on customer loyalty. Indonesian Interdisciplinary Journal of Sharia Economics, 7(3), 8411–8432. https://doi.org/10.31538/iijse.v7i3.5946
Sari, P. I. (2025). Pengaruh kualitas pelayanan kesehatan terhadap loyalitas pasien rawat inap di Rumah Sakit Pertamedika Ummi Rosnati Banda Aceh. Journal Scientific of Mandalika, 6(2). http://ojs.cahayamandalika.com/index.php/jomla
Solo, M., et al. (2025). Pengaruh brand image terhadap loyalitas melalui kepuasan pasien umum Poliklinik Medical Check Up RSUD Daya Kota Makassar. Journal of Aafiyah Health Research (JAHR), 6(1), 312–324.
Sugiyono. (2009). Metode penelitian kuantitatif, kualitatif dan R&D. Alfabeta.
Windarti, S., Nurfadhilah, Hastuti, & Rahmi, N. (2025). Pengaruh citra merek dan kepercayaan terhadap loyalitas pasien rawat inap di RSIA Sitti Khadijah 1 Muhammadiyah Cabang Makassar. Jurnal Manajemen Bisnis dan Kesehatan, 1(3). https://doi.org/10.70817/jmbk.v1i3.22
Yuwono, D., & Anggiani, S. (2024). The effect of e-service quality and brand image on e-satisfaction with customer loyalty as an intervening variable. Jurnal Bisnis Strategi, 33(1), 45–70. https://doi.org/10.14710/jbs.33.1.45-70