The Effect of Operational and Service Staff Quality on Customer Loyalty Through Customer Satisfaction: Evidence from SPBG Cililitan
Keywords:
Operational Quality, Service Staff Quality, Customer Satisfaction, Customer Loyalty, PLS-SEM
Abstract
Background: SPBG Cililitan merupakan stasiun pengisian bahan bakar gas yang berlokasi di Jakarta Timur, melayani kebutuhan energi kendaraan berbahan bakar gas. Dalam konteks industry layanan bahan bakar yang kompetitif, pemahaman mengenai faktor-faktor yang memengaruhi loyalitas pelanggan sangat krusial untuk keberlanjutan bisnis. Penelitian terdahulu seringkali memperlakukan kualitas layanan sebagai konstruk monolitik, padahal terdapat perbedaan mendasar antara kualitas operasional dan kualitas interaksi staf.
Method: Penelitian ini menggunakan pendekatan kuantitatif dengan desain survei eksplanatif. Sampel berjumlah 106 responden dipilih menggunakan teknik purposive sampling dari pelanggan SPBG Cililitan. Data dikumpulkan melalui kuesioner daring dengan skala Likert 1–5. Analisis data menggunakan Partial Least Squares Structural Equation Modeling (PLS-SEM) melalui perangkat lunak SmartPLS 3.0.
Results: Hasil analisis menunjukkan bahwa Service Staff Quality memiliki pengaruh positif yang sangat signifikan terhadap Customer Satisfaction (β = 0,805; p = 0,000), sedangkan Operational Quality tidak signifikan (β = 0,017; p = 0,881). Customer Satisfaction terbukti memiliki pengaruh signifikan terhadap Customer Loyalty (β = 0,605; p = 0,003). Customer Satisfaction memediasi secara penuh (full mediation) hubungan antara Service Staff Qualitydan Customer Loyalty (efek tidak langsung = 0,488; p = 0,004).
Conclusion: Peningkatan kualitas interaksi staf layanan merupakan prioritas utama untuk meningkatkan kepuasan pelanggan, yang selanjutnya akan mendorong terwujudnya loyalitas pelanggan di SPBG Cililitan. Aspek operasional meskipun merupakan fondasi layanan, tidak secara langsung memengaruhi kepuasan maupun loyalitas pelanggan.
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Ahli, M., Hilmi, M. F., and Abudaqa, A. (2024). Ethical sales behavior influencing trust, loyalty, and satisfaction. Aptisi Transactions On Technopreneurship, 6(2):265–282.
Al-Mu’ani, L., Al-Momani, M. M., Amayreh, A., Aladwan, S. I., and Al-Rahmi, W. M. (2024). The effect of logis-tics service quality on customer trust, satisfaction, and loyalty. Uncertain Supply Chain Management, 12(3):203–216.
Al-Refaei, A. A.-A., Mohd Ali, H., Ateeq, A., Ibrahim, A., Ibrahim, S. B., Alzoraiki, M., Milhem, M., and Beshr,
B. A. H. (2024). Unveiling the role of job involvement as a mediator. Cogent Business and Management, 11(1):2386463.
Aldaarmi, A. A. A. (2024). Fintech service quality of saudi banks. Sustainability, 16(6):2261. Aljohani, K. (2024). The role of last-mile delivery quality and satisfaction. Sustainability, 16(11):4743.
Aly, K. S. (2025). Quick service restaurants customers service quality, satisfaction, and behavioral intentions.
International Journal for Tourism, Archaeology and Hospitality, 10(4):1–20.
Ardhana, N. A., Mariam, S., and Ramli, A. H. (2024). The role of corporate image, service quality and customer satisfaction on loyalty. Jurnal Ilmiah Manajemen Kesatuan, 12(5):1033–1048.
Becker, J.-M., Cheah, J.-H., Gholamzade, R., Ringle, C. M., and Sarstedt, M. (2022). Pls-sem’s most wanted guidance. International Journal of Contemporary Hospitality Management, 35(1):321–348.
Bwachele, V. W., Chong, Y.-L., and Krishnapillai, G. (2023). Perceived service quality and student satisfaction in higher education. Humanities and Social Sciences Communications, 10:1–12.
Camilleri, M. A. and Filieri, R. (2023). Customer satisfaction and loyalty with online consumer reviews. Interna-tional Journal of Hospitality Management, 112:103575.
Cheah, J.-H., Amaro, S., and Roldan, J. L. (2022). Multigroup analysis in pls-sem. Journal of Business Research, 156:113539.
Christopher, D. and Ruslim, T. S. (2025). Impact of price, product quality, corporate image on customer loyalty at shell. International Journal of Application on Economics and Business, 3(2):1099–1111.
Gazi, M. A. I., Masud, A. A., Amin, M. B., and Hossain, M. A. (2024). Evaluating customer satisfaction with online banking services after covid-19. Cogent Business and Management, 11(1):2423057.
Gonu, E., Agyei, P. M., Richard, O. K., and Asare-Larbi, M. (2023). Customer orientation, service quality and customer satisfaction in banking. Cogent Business and Management, 9(1):2163797.
Guenther, P., Guenther, M., Ringle, C. M., Zaefarian, G., and Cartwright, S. (2023). Improving pls-sem use for business marketing research. Industrial Marketing Management, 111:45–59.
Hair, J. F., Sarstedt, M., Ringle, C. M., Sharma, P. N., and Liengaard, B. D. (2024). Going beyond the untold facts in pls-sem and moving forward. European Journal of Marketing, 58(12):3432–3470.
Hauff, S., Richter, N., Sarstedt, M., and Ringle, C. M. (2024). Importance and performance in pls-sem and nca.
Journal of Retailing and Consumer Services, 79:103723.
Indriastiningsih, E., Violin, V., Syafri, M., Nurbakti, R., and Judijanto, L. (2023). Analysis of customer satisfaction and e-service quality on loyalty. Jurnal Sistem Informasi dan Teknologi, 5(3):213–220.
Kamel, N. J. and Mansour, N. (2023). Customers behavioral intentions towards gas stations fast-food outlets.
International Journal for Tourism, Archaeology and Hospitality, 9(4):235–256.
Khalufi, N., Sheikh, R. A., Khan, S. M. F. A., and Onn, C. W. (2025). Evaluating the impact of sustainability practices on customer relationship quality. Sustainability, 17(2):798.
Kinderis, R., Danieliene, J., and Jonuskiene, E. (2023). Assessment of customer service quality of gas station network. Economics and Education, 8(1):26–37.
Kosasih, O., Hidayat, K., Hutahayan, B., and sunarti (2024). Achieving sustainable customer loyalty in petroche-mical industry. Sustainability, 16(16):7111.
Li, S. (2023). The effect of teacher self-efficacy on teacher burnout: A mediation model. Frontiers in Psychology, 14:1185079.
Lim, W. M. (2024). A typology of validity. Journal of Trade Science, 12(3):155–170.
Ly, B. (2025). Understanding customer loyalty in digital services. Journal of Innovation and Entrepreneurship, 14:52.
Moreno Menendez, F. M. and Zacarias-Rodriguez, V. E. (2025). Enhancing customer quality of experience through omnichannel digital strategies. Future Internet, 17(6):240.
Nie, L. and Sugiyanto, L. B. (2025). The influence of price perception and customer satisfaction on pertamina gas stations. Asian Journal of Social and Humanities, 3(6):1–14.
Pratomo, A. B., Harahap, M. A. K., Oswari, T., Akhirianto, P. M., and Widarman, A. (2023). The application of eucs to analyze satisfaction of mypertamina user. Jurnal Sistem Informasi dan Teknologi, 5(1):91–100.
Purba, I. A., Surjasa, D., and Safitri, D. M. (2024). The influence of service quality on customer satisfaction at spbu. Operations Excellence Journal, 16(2):115–126.
Rantung, E. and Harianto, E. (2024). Pengaruh kepercayaan dan kualitas pelayanan terhadap minat beli ulang.
As-Syirkah Islamic Economic and Financial Journal, 3(3):274–289.
Rather, R. A., Hollebeek, L. D., Vo-Thanh, T., Ramkissoon, H., Leppiman, A., and Smith, D. L. (2022). Shaping customer brand loyalty during the pandemic. Journal of Consumer Behaviour, 21(6):1486–1502.
Ringle, C. M., Sarstedt, M., Sinkovics, N., and Sinkovics, R. R. (2023). A perspective on using pls-sem in data articles. Data in Brief, 49:109074.
Saputra, R. H., Mariam, S., and Ramli, A. H. (2024). The effect of service quality and customer satisfaction on loyalty in coffee shop. Jurnal Ilmiah Manajemen Kesatuan, 12(5):1017–1032.
Sarstedt, M., Hair, J. F., Pick, M., Liengaard, B. D., Radomir, L., and Ringle, C. M. (2022b). Progress in pls-sem use in marketing research. Psychology and Marketing, 39(5):1023–1046.
Sarstedt, M. and Liu, Y. (2023). Advanced marketing analytics using pls-sem. Journal of Marketing Analytics, 11:559–572.
Shafiq, M. A., Khan, M. M. A., Ali, M. S. e., and Asim, S. (2023). Assessment of service quality and innovation in developing customer loyalty. Pakistan Journal of Humanities and Social Sciences, 11(1):346–362.
Singh, P. and Singh, V. (2024). The power of ai: Enhancing customer loyalty through satisfaction. Cogent Business and Management, 11(1):2326107.
Singh, S. K., Del Giudice, M., Chiappetta Jabbour, C. J., Latan, H., and Sohal, A. S. (2021). Stakeholder pressure, green innovation, and performance in smes. Business Strategy and the Environment, 30(2):1191–1203.
Suchanek, P. and Bucicova, N. (2025). The customer satisfaction model in mobile telecommunications. PLoS ONE, 20(3):e0317093.
Wulandari, R., Doddy, I. P., and Indaryani, L. (2024). Measuring the impact of healthcare service quality on customer satisfaction. Corporate and Business Strategy Review, 5(1):100–112.
Zaidan, M. N. (2025). Investigating determinants of customer satisfaction in taxi services. International Journal of Industrial Management, 19(2):1–15.
Published
2026-09-28
How to Cite
Syafarie, M. I., & Supriadi, Y. N. (2026). The Effect of Operational and Service Staff Quality on Customer Loyalty Through Customer Satisfaction: Evidence from SPBG Cililitan. Sharia Economic and Management Business Journal (SEMBJ), 7(3), 285-301. https://doi.org/10.62159/sembj.v7i3.2685
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Copyright (c) 2026 Muhammad Iqbal Syafarie, Yudi Nur Supriadi
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