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Jurnal Bisnis, Ekonomi, Manajemen, dan Kewirausahaan Abnus Publisher

A Systematic Review of Determinants of Participant Satisfaction and Loyalty in Professional Certification Services

2026-11-20
Published
107-119
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OPEN
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ED
Eritza Kartika Dewi
Master of Management Study Program, Faculty of Economics and Business, Universitas Dr. Soetomo, Surabaya, Indonesia
SS
Sukesi Sukesi
Master of Management Study Program, Faculty of Economics and Business, Universitas Dr. Soetomo, Surabaya, Indonesia
ST
Surachai Traiwannakij
Master of Management Study Program, Faculty of Economics and Business, Universitas Dr. Soetomo, Surabaya, Indonesia
Abstract

Purpose: This study synthesizes evidence on how service quality, assessor or instructor competence, facilities, and digitalization shape participant satisfaction and loyalty in service institutions, with particular relevance to professional certification. 
Research Methodology: A bounded systematic literature review was conducted on ten empirical studies published between 2018 and 2026. The studies were coded by service context, focal variables, outcome relationships, and mediation findings, and were synthesized through directional vote counting and thematic comparison. 
Results: Service quality showed the broadest and most consistent positive association with satisfaction. Competence was strongly related to satisfaction in education and training settings, facilities generally supported satisfaction, and digitalization improved access, speed, and transparency. Satisfaction frequently connected service factors with loyalty, although mediation was not universal across behavioral outcomes. 
Conclusions: The evidence supports an integrated pathway in which operational service factors generate satisfaction and trust, which in turn strengthen repeat use and recommendation. Certification institutions should combine reliable service processes, calibrated assessors, adequate testing facilities, and integrated digital systems rather than treating these factors as isolated improvements. 
Limitations: The corpus is limited to ten studies, most of which come from adjacent service settings rather than professional certification, and their heterogeneity prevents meta analysis. 
Contributions: The review offers a certification focused framework linking four operational antecedents to satisfaction and loyalty, together with practical implications and a research agenda.

Assessor Competence Digitalization Participant Loyalty Service Quality Systematic Literature Review
How to Cite
Dewi, E. K., Sukesi, S., & Traiwannakij, S. (2026). A Systematic Review of Determinants of Participant Satisfaction and Loyalty in Professional Certification Services. Jurnal Bisnis, Ekonomi, Manajemen, Dan Kewirausahaan , 6(2), 107-119. https://doi.org/10.52909/jbemk.v6i2.450
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Dewi, E. K., Sukesi, S., & Traiwannakij, S. (2026). A Systematic Review of Determinants of Participant Satisfaction and Loyalty in Professional Certification Services. Jurnal Bisnis, Ekonomi, Manajemen, Dan Kewirausahaan , 6(2), 107-119. https://doi.org/10.52909/jbemk.v6i2.450
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