Pengaruh Ketepatan Waktu Pengerjaan terhadap Retensi Pelanggan melalui Kepuasan Pelanggan sebagai Variabel Intervening pada Rebes Laundry di Kabupaten Dompu
Keywords:
Service Timeliness, Customer Satisfaction, Customer Retention, Mediation, Laundry IndustryAbstract
The highly competitive laundry service industry required businesses to maintain customer retention, yet delays in service completion often caused dissatisfaction and customer churn. This study investigated the effect of service timeliness on customer retention, with customer satisfaction acting as a mediating variable. A quantitative explanatory approach was employed. Data were collected from seventy-three respondents selected through purposive sampling using questionnaires. The structural equation modeling method was applied for data analysis. The results demonstrated that service timeliness positively and significantly affected customer satisfaction, and customer satisfaction positively and significantly influenced customer retention. However, service timeliness did not possess a direct significant effect on customer retention. Furthermore, the analysis confirmed that customer satisfaction fully mediated the relationship between service timeliness and customer retention. The study concluded that ensuring timely service delivery was insufficient to retain customers directly; rather, businesses strictly needed to foster customer satisfaction first to secure long-term customer retention.
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