The Influence of Customer Perceived Value and Service Quality on Customer Loyalty through Complaint Handling : Case Study on PT Pimaimas Citra

Andi Wijanarko ; Edi Sugiono ; Rahayu Lestari
International Journal of Management 📅 2025 Vol 2, No 3 🔗 DOI: 10.61132/digitalinnovation.v2i3.441
Abstract
Motivated by the decline in consumer loyalty at PT Pimaimas Citra, this study aims to examine the partial influence of Customer Perceived Value, and Service Quality on Customer Loyalty, either directly or indirectly through the intervening Complaint Handling variable.  The research approach is quantitative, with the research location at PT Pimaimas Citra, Jakarta. One-time research time, 2025. The primary data collection technique uses surveys, and the secondary data collection technique uses the desk study/desk research method. Inferential data analysis technique uses SEM-PLS. The results of the study show that Service Quality has a positive and significant effect on Complaint Handling, and has a negative and significant effect on Customer Loyalty. Complaint Handling has a positive and significant effect on Customer Loyalty. Complaint Handling plays a positive role in both the influence of Customer Perceived Value on Customer Loyalty; and the influence of Customer Loyalty on Customer Loyalty. Meanwhile, Customer Perceived Value has a positive but insignificant effect on Customer loyalty; and has a positive but not significant effect on Complaint Handle.
Keywords
Customer Loyalty; Customer-Perceived Value; Handling Complaint; Service Quality
How to Cite

Andi Wijanarko, et al. (2025). The Influence of Customer Perceived Value and Service Quality on Customer Loyalty through Complaint Handling : Case Study on PT Pimaimas Citra. International Journal of Management, 2(3). https://doi.org/10.61132/digitalinnovation.v2i3.441

Andi Wijanarko; Edi Sugiono; Rahayu Lestari, "The Influence of Customer Perceived Value and Service Quality on Customer Loyalty through Complaint Handling : Case Study on PT Pimaimas Citra," International Journal of Management, vol. 2, no. 3, 2025.

Andi Wijanarko; Edi Sugiono; Rahayu Lestari. "The Influence of Customer Perceived Value and Service Quality on Customer Loyalty through Complaint Handling : Case Study on PT Pimaimas Citra." International Journal of Management, vol. 2, no. 3, 2025.

Andi Wijanarko; Edi Sugiono; Rahayu Lestari. "The Influence of Customer Perceived Value and Service Quality on Customer Loyalty through Complaint Handling : Case Study on PT Pimaimas Citra." International Journal of Management 2, no. 3 (2025).

Andi Wijanarko, et al. (2025) 'The Influence of Customer Perceived Value and Service Quality on Customer Loyalty through Complaint Handling : Case Study on PT Pimaimas Citra', International Journal of Management, 2(3). doi: 10.61132/digitalinnovation.v2i3.441.

Andi Wijanarko; Edi Sugiono; Rahayu Lestari. The Influence of Customer Perceived Value and Service Quality on Customer Loyalty through Complaint Handling : Case Study on PT Pimaimas Citra. International Journal of Management. 2025;2(3).

Artikel Terkait

The Effects of Academic Qualifications, Managerial Capabilities, and Perceived Organizational Support on Emotional Exhaustion and Their Implications for Work Productivity: A Study at Sunan Kudus Islamic Hospital

Aditya Angger Wibowo

Customer Satisfaction Mediates the Relationship Between Experiential Value and Customer Engagement Behavior in Virtual Try-On Technology

Ni Putu Chantika Aprilia Nariswari; Nyoman Sri Subawa

Digital Training Components and Civil Servants’ Digital Productivity: The Mediating Role of Adaptive Competence

Wulan Sari; Euis Mufahamah; Harold Kevin Alfredo

Analysis of Determinants of Export Performance of Indonesian Fashion SMEs from the Perspectives of the Resource-Based View and Internationalisation Theory

Rita Anggraini Rahayu; Sudarmiatin Sudarmiatin; Heri Pratikto

The Effect of Marketing and Business Capital Digitalization on MSME Performance in Ambon City: Multiple Regression Analysis Approach

Sipakoly, Selly

The Influence of Workload and Job Stress on Employee Quit Intentions at CV Premium Indonesia

Figo Afriansyah; Mei Retno Adiwaty
Tren Sitasi Jurnal