The Effects of Service Quality, Assesor Competence, Facilities, and Digitalization on Participant Satisfaction through Loyalty

Purpose: This study examines the effects of Service Quality, Assessor Competence, Facilities, and Digitalization on Participant Satisfaction with Participant Loyalty as an intervening variable at Lembaga Sertifikasi Profesi (LSP) Manajemen Perkantoran Profesional.
Research Methodology: A quantitative cross-sectional approach was applied using a five-point Likert-scale questionnaire from 75 participants selected through purposive sampling. Data were analyzed using validity and reliability tests, multiple linear regression, t-tests, F-tests, and Sobel tests.
Results: Service Quality (β=0.269, p=0.023) and Digitalization (β=0.241, p=0.034) significantly influenced Participant Loyalty, while Assessor Competence and Facilities were not significant. Digitalization (β=0.200, p=0.047) and Participant Loyalty (β=0.365, p=0.001) significantly affected Participant Satisfaction, with loyalty as the strongest predictor. No significant mediation effect of Loyalty was found.
Conclusions: Digitalization improvement and service quality enhancement are key strategies for strengthening participant loyalty and satisfaction in professional certification institutions.
Limitations: The study is limited by the small purposive sample, cross-sectional design, self-reported measures, and limited explanatory variables.
Contributions: This study contributes by integrating service, competence, facility, and digitalization factors into a loyalty-satisfaction model, providing practical insights for improving certification service management.