SOCIAL MEDIA ANALYSIS AND SERVICE QUALITY ON CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY AT PT. KATIGA RITEL STRENGINDO (K3 MART) MEDAN
Main Article Content
Jhony
Mesra B
Muhammad Dharma Tuah Putra Nasution
The retail industry in Indonesia has undergone a significant transformation, triggered by the penetration of the internet and social media, which have changed consumer behavior. This study aims to analyze how social media and service quality affect customer satisfaction and loyalty at PT. Katiga Ritel Strengindo (K3 Mart) Medan. This study examines the relationship between social media marketing activities, service quality, customer satisfaction, and loyalty using a quantitative approach with a sample of 83 K3 Mart Medan consumers. Data were obtained through a survey and then analyzed using the Partial Least Squares (PLS) method. The results show that social media has a positive effect on customer satisfaction and loyalty, with satisfaction acting as a mediator that strengthens the relationship between social media and loyalty. In addition, service quality has a significant effect on customer satisfaction and loyalty, with satisfaction also acting as a mediator. This study provides a theoretical contribution to enriching the literature on the relationship between social media, service quality, satisfaction, and customer loyalty in the modern retail sector, particularly in the context of lifestyle marts in Indonesia. Practically, the results of this study provide recommendations for K3 Mart management to increase interaction on social media, improve service quality, and improve the physical aspects of the store in order to continuously increase customer satisfaction and loyalty.
Aji, R., & Hartono, P. (2024). Social Media Engagement and Brand Loyalty in the Indonesian Marketplace. Asian Journal of Digital Commerce, 4(1), 45–58.
Gunawan, A. (2023). The influence of social media and service quality on consumer loyalty in modern retail in Surabaya. Journal of Management and Business, 15(2), 120–134.
Gunawan, A., & Limantara, R. (2022). The moderating effect of user experience in the relationship between brand image and customer loyalty in e-commerce. Journal of Service Management and Marketing, 15(3), 289–304. https://doi.org/10.25105/jmpj.v15i3.12345
Harahap, N., & Simanjuntak, T. (2024). Satisfaction as a Mediating Variable between Service Quality and Loyalty in Physical Retail in Medan. Journal of Applied Management and Business Science, 8(1), 55–69.
Hayati, S., & Mesra, B. (2024, February). Determinants of Consumer Behavior Towards Online Shopping Decisions Mediated by Trust in GrabFood App Users in Medan City. In International Conference on Artificial Intelligence, Navigation, Engineering, and Aviation Technology (Vol. 1, pp. 341-349).
Kaplan, A. M., & Haenlein, M. (2020). Rethinking social media. Business Horizons, 63(4), 475–484.
Kim, J., & Ko, E. (2021). Social Media Marketing Activities and Customer Loyalty in the Fashion Industry. Journal of Business Research, 130, 567–575.
Kotler, P., & Keller, K. L. (2021). Marketing Management (15th Global Edition). Pearson Education Limited.
Lestari, F., Widodo, B., & Arifin, D. (2025). A Meta-Analysis of Service Quality and Perceived Value toward Customer Loyalty. International Journal of Service Management, 15(2), 87–104.
Lupiyoadi, R. (2021). Service Marketing Management (5th Edition). Jakarta: Salemba Empat.
Mesra, B., Surya, E. D., & Asman, M. S. (2024). The Impact of Customer Engagement on Loyalty Toward Halal Products: Mediating Role of Satisfaction. Society, 12(2), 631-642.
Pratama, D., & Yusuf, M. (2023). E-Service Quality, E-Satisfaction, and Repurchase Intention in Shopee Indonesia. Journal of E-Commerce Studies, 9(4), 122–138.
Putra, A. (2020). The use of social media in increasing customer satisfaction in retail businesses in Jakarta. Journal of Economics and Business, 12(1), 45–56.
Rahman, F., Santoso, D., & Harun, M. (2022). Omnichannel Customer Experience and Its Impact on Customer Engagement in the Retail Industry. Journal of Retail Marketing, 12(3), 155–169.
Rahmawati, D. (2022). The influence of social media and service on consumer loyalty in the retail business. Journal of Business Administration, 9(3), 210–225.
Sari, M. (2021). Service quality and its effect on customer satisfaction at minimarkets in Yogyakarta. Journal of Management and Innovation, 8(1), 77–89.
Sari, N., & Nugroho, E. (2022). Service Quality and Its Influence on Customer Satisfaction and Loyalty in Modern Retail in Yogyakarta. Scientific Journal of Economics and Business, 19(1), 23–35.
Setiawan, B., & Suhendra, T. (2023). The Effect of Social Media Marketing on Customer Loyalty through Trust and Customer Satisfaction on Tokopedia. Indonesian Management Journal, 23(2), 112–126.
Sharma, A., Gupta, J., Gera, L., Sati, M., & Sharma, S. (2020). Relationship between customer satisfaction and loyalty. Sharma, A., Gupta, J., Gera, L., Sati, M., & Sharma, S. (2020). Relationship between Customer Satisfaction and Loyalty. Social Science Research Network.
Surya, E. D., Mesra, M., & Abd Kadir, Z. (2024). Tourism village marketing branding towards sustainable tourism based on local wisdom. Journal of Business Management, 15(2), 275-294.
Wijaya, T., & Hartono, R. (2021). Customer satisfaction as a mediator in the relationship between service quality and customer loyalty in e-commerce. Scientific Journal of Management, 11(4), 350–365.
