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This study examines the effect of queue management, digital payment, and brand image on customer loyalty through customer satisfaction at ABC retail stores in Bandung using quantitative descriptive methodology and the upsilon (v) formula method to measure the effect size of customer satisfaction as a mediator. The results showed that the three exogenous variables have an indirect positive relationship to customer loyalty through satisfaction, with a strong relationship between the exogenous variables and the mediator. Future research is expected to further explore queue management, digital payment efficiency, brand image improvement strategies, and factors that moderate customer satisfaction and loyalty.

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Queuing Management, Digital Payment, and Brand Image as Factors Influencing Customer Loyalty Through Customer Satisfaction at a Retail Store

  • 会议论文

  • 发表日期：

    2026年

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  • Mahdar Arianto,
  • Mahir Pradana,
  • Akhmad Yunani

摘要

This study examines the effect of queue management, digital payment, and brand image on customer loyalty through customer satisfaction at ABC retail stores in Bandung using quantitative descriptive methodology and the upsilon (v) formula method to measure the effect size of customer satisfaction as a mediator. The results showed that the three exogenous variables have an indirect positive relationship to customer loyalty through satisfaction, with a strong relationship between the exogenous variables and the mediator. Future research is expected to further explore queue management, digital payment efficiency, brand image improvement strategies, and factors that moderate customer satisfaction and loyalty.