Issue

Vol. 13 No. 2 (2026): September

Date Log

Submitted
10 November 2025
Accepted
18 June 2026
Published
29 July 2026

Copyright (c) 2026 Schaldy Maulidi Hidayat, Astrid Puspaningrum, Raditha Dwi Vata Hapsari (Author)

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

Enhancing Customer Loyalty through Service Quality and Social Influence: The Mediating Effect of Brand Image

https://doi.org/10.24252/minds.v13i2.62584
Schaldy Maulidi Hidayat
Universitas Brawijaya, Indonesia
Astrid Puspaningrum
Universitas Brawijaya, Indonesia
Raditha Dwi Vata Hapsari
Universitas Brawijaya, Indonesia

Corresponding Author(s) : Schaldy Maulidi Hidayat

[email protected]

Jurnal Minds: Manajemen Ide dan Inspirasi, Vol. 13 No. 2 (2026): September

Abstract

Modern cooperatives must professionalize services, strengthen reputation, and retain customers in competitive markets. This study contributes to cooperative management literature by explaining how brand image converts service quality and social influence into customer loyalty. Using a quantitative explanatory design, questionnaires were collected from 190 customers of a modern cooperative in Malang Regency, Indonesia, and analyzed using partial least squares structural equation modeling. The results show that service quality and social influence positively affect both brand image and customer loyalty. Brand image also positively affects customer loyalty and partially mediates the effects of service quality and social influence on loyalty. These findings confirm that cooperative customer loyalty depends on reliable service, favorable institutional perceptions, and community influence. Managers should integrate service professionalism, community-based communication, and consistent brand-building initiatives to strengthen sustainable customer relationships.

Keywords

Service Quality Social Influence Brand Image Customer Loyalty Cooperative
Hidayat, S. M., Puspaningrum, A., & Hapsari, R. D. V. (2026). Enhancing Customer Loyalty through Service Quality and Social Influence: The Mediating Effect of Brand Image. Jurnal Minds: Manajemen Ide Dan Inspirasi, 13(2), 465–476. https://doi.org/10.24252/minds.v13i2.62584
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Author Biography

Schaldy Maulidi Hidayat, Universitas Brawijaya

Department of Master of Management

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