Issue

Vol. 12 No. 2 (2025): December

Date Log

Submitted
26 May 2025
Accepted
28 December 2025
Published
31 December 2025

Copyright (c) 2025 Andaru Dwi Pangestu, Hartoyo Hartoyo, Megawati Simanjuntak (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

The Loyalty Triangle: Service Quality, Perceived Product Quality, and Marketing Mix Driving Pet-Care Customer Loyalty

https://doi.org/10.24252/minds.v12i2.57171
Andaru Dwi Pangestu
IPB University, Indonesia
https://orcid.org/0009-0004-3441-468X
Hartoyo Hartoyo
IPB University, Indonesia
Megawati Simanjuntak
IPB University, Indonesia

Corresponding Author(s) : Andaru Dwi Pangestu

[email protected]

Jurnal Minds: Manajemen Ide dan Inspirasi, Vol. 12 No. 2 (2025): December

Abstract

Pet-care markets are increasingly competitive, making customer loyalty a strategic imperative for retail sustainability. This study offers a nascent integrative contribution by jointly modeling service quality, product quality, and marketing mix as antecedents of loyalty through the sequential mechanisms of satisfaction and trust, a configuration rarely examined within a unified framework. Using survey data from 357 customers of a leading pet-care retailer and analyzing them with PLS-SEM in SmartPLS 4, the results demonstrate that service quality, product quality, and marketing mix enhance satisfaction, which fosters trust and strengthens loyalty. Trust further exerts a direct positive influence on loyalty, while satisfaction and trust operate as pivotal mediators. Managerially, firms should prioritize consistent service excellence, reliable product performance, and strategically aligned marketing programs to cultivate satisfaction and trust as foundations of durable customer loyalty.

Keywords

Customer Loyalty Customer Satisfaction Customer Trust Petshop Marketing Mix
Pangestu, A. D., Hartoyo, H., & Simanjuntak, M. (2025). The Loyalty Triangle: Service Quality, Perceived Product Quality, and Marketing Mix Driving Pet-Care Customer Loyalty. Jurnal Minds: Manajemen Ide Dan Inspirasi, 12(2), 799–810. https://doi.org/10.24252/minds.v12i2.57171
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Author Biographies

Hartoyo Hartoyo, IPB University
Magister Manajemen dan Bisnis, School of Business
Megawati Simanjuntak, IPB University

Department of Family and Consumer Sciences

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