THE EFFECT OF SERVICE QUALITY TO CUSTOMER LOYALTY AMONG IQOS USER IN JABODETABEK AREA AND THE MEDIATING ROLE OF CUSTOMER SATISFACTION AND HEALTH AWARENESS

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Hen Ce, T. (2025) THE EFFECT OF SERVICE QUALITY TO CUSTOMER LOYALTY AMONG IQOS USER IN JABODETABEK AREA AND THE MEDIATING ROLE OF CUSTOMER SATISFACTION AND HEALTH AWARENESS. Graduate thesis, Institut IPMI.

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Abstract

As the world becomes more concerned about the environment, people are quickly moving from traditional energy sources to switch to cleaner energy, especially electricity. This is reflected in the growing interest and market share of electric cars and motorcycles. The cigarette market has also seen a decline since the emergence of e-cigarettes. Although e-cigarettes can be considered a better and cheaper alternative in the long run, their function is still the same as regular cigarettes. The common phenomenon and problem that has always pervaded the tobacco and nicotine industry is that when consumers spend money, they expect that money to be spent on things that are useful in the short and long term. Furthermore, tobacco and nicotine manufacturers have done lots of research on their products in such a way that the product will have less risk compared to traditional cigarettes, and this has become one of the ways the company to market their products. Despite aggressive tobacco control measures, Indonesia remains one of the countries with the highest number of smokers. IQOS, a product by PT. HM. Sampoerna tbk (Philip Moris International Affiliate), has been introduced as a potentially less harmful alternative to traditional cigarettes. This is a descriptive conceptual paper to understand how service quality influences customer satisfaction and loyalty in the context of IQOS users, with a focus on the mediating roles of customer satisfaction and health awareness among IQOS users in the Jabodetabek area. Using quantitative research design, data will be collected through online questionnaires distributed to IQOS users in the Jabodetabek area. The analysis will be conducted using Partial Least Squares Structural Equation Modeling (PLS-SEM). Keywords: E-cigarettes, Health awareness, Service quality, Customer satisfaction, Customer loyalty.

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: Dwi Selviyana
Date Deposited: 17 Dec 2025 02:30
Last Modified: 17 Dec 2025 02:30
URI: http://repository.ipmi.ac.id/id/eprint/2888

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