scholarly journals Effect of Service Quality, Product Quality, and Price on Consumer Satisfaction and Its Impact on Customer Loyalty at Bekasi Branch Superindo Supermarket

2020 ◽  
Author(s):  
Imelda Aprileny ◽  
Nelli Novyarni
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Quality Product

PENGARUH KUALITAS PELAYANAN, KUALITAS PRODUK DAN KEPERCAYAAN TERHADAP LOYALITAS PELANGGAN AROMANIA PARFUMERY DI KOTA BENGKULU

2021 ◽  
Vol 4 (1) ◽  
Author(s):  
Sri Ekowati ◽  
Selamat Riyadi
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Sampling Technique ◽  
Multiple Linear Regression Analysis ◽  
Quality Product ◽  
Using Data ◽  
Positive Effect

ABSTRACTThis study aims to determine the effect of service quality, product quality and  trust on customer loyalty aromania parfumery Bengkulu. This type of research is a survey research with a quantitative approach, the object of this research is the consumers in Aromania parfumery, which is precisely located on Jl. Kapuas Raya, Lingkar Barat, Kec. Gading Cempaka, Bengkulu City. with the sampling method, namely non-propability technique, namely insidential sampling technique. The number of respondents in this study were 105 people. The data collection method used a questionnaire. By using data analysis techniques using Multiple Linear Regression Analysis Test, and Hypothesis Test, namely test t and test f. The results of this study can be concluded that the variable service quality Aromania parfumery has a positive effect on customer loyalty, product quality has a positive effect on customer loyalty, and trust has a positive effect on customer loyalty.Keywords: Service Quality, Product Quality, Customer Trust and Loyalty.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN KONSUMEN PADA RESTORAN KFC LAMPUNG

2021 ◽  
Vol 7 (1) ◽  
pp. 67-76
Author(s):  
Mutiara Zahara ◽  
Nando Andreansyah ◽  
Rela Wati ◽  
Vicky F Sanjaya
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Quantitative Research ◽  
Statistical Tests ◽  
Validity And Reliability ◽  
Purposive Sampling ◽  
Questionnaire Validity ◽  
Quality Product ◽  
Data Collection Technique

ABSTRACTThis study aims to determine the effect of service quality and product quality on consumer satisfaction at KFC Lampung Restaurant. This type of quantitative research with a sample of 92 respondents through purposive sampling method. The data collection technique used a questionnaire. Validity and reliability tests and statistical tests were carried out using the PLS application-based method. The research results obtained indicate that service quality and product quality have a significant effect on consumer satisfaction at KFC Lampung Restaurant.Keywords : Service Quality, Product Quality, and Customer Satisfaction.ABSTRAKPenelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan dan kualitas produk terhadap kepuasaan konsumen pada Restoran KFC Lampung. Jenis penelitian kuantitatif dengan sampel berjumlah 92 responden melalui metode purposive sampling. Teknik pengumpulan data menggunakan kuesioner. Uji validitas dan reliabilitas serta uji statistic dilakukan dengan menggunakan metode berbasis aplikasi PLS. Perolehan hasil penelitian yang didapat menunjukkan bahwa kualitas pelayanan dan kualitas produk berpengaruh signifikan terhadap kepuasaan konsumen pada Restoran KFC Lampung.Kata Kunci : Kualitas Pelayanan, Kualitas Produk, dan Kepuasan Konsumen.

scholarly journals INFLUENCE ON SERVICE QUALITY, PRODUCT QUALITY, PRODUCT DESIGN, PRICE AND TRUST TO XL AXIATA CUSTOMER LOYALTY ON STUDENTS OF PGRI KARANG SARI BELITANG III OKU TIMUR VOCATIONAL HIGH SCHOOL

2020 ◽  
Vol 4 (03) ◽  
Author(s):  
Muhammad Nawawi
Keyword(s):  
Quantitative Analysis ◽  
Service Quality ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Product Design ◽  
Customer Loyalty ◽  
Regression Equation ◽  
Independent Variables ◽  
Quality Product

Motivation by business rivalry condition of the telecommunications industry from time to time are getting tight, so the company must create a new marketing strategy to maintain and gain market share higher. As for the problem with this study is "Are service quality, product quality, product design, pricing and trust affect customer loyalty XL Axiata products at the SMK PGRI Karang Sari Belitang III OKU Timur". This study tried to determine the factors that influence consumers make loyalty to the XL Axiata products, especially on students who use the XL Axiata products at the SMK PGRI Karang Sari Belitang III OKU Timur. The purpose of this study to analyze the effect of each - each variable, the quality of product (X1), quality of service (X2), product design (X3), and the price (X) and trust (X5) to customer loyalty (Y). In this study, data were collected through questionnaires to 100 respondents XL Axiata product users in the SMK PGRI Karang Sari Belitang III OKU Timur using purposive sampling method to determine the response of respondents to each variable. Then analyze the data obtained in the form of quantitative analysis and qualitative analysis. Quantitative analysis include validity and reliability test, the classic assumption test, hypothesis testing via the F test and t test and analysis test, the coefficient of determination (R2). Data analysis techniques used were linear regression analysis that serves to prove the research hypothesis. The data that have met the test validity, test reliability, and classical assumption processed so as to produce the following regression equation: Y = 0,274 X1 + 0,218 X2 + 0,270 X3 + 0,238 X4 + 0,207 X5 Results of the analysis found that five factors, product quality , service quality, product design, pricing and the trust has a positive and significant influence on customer loyalty. Hypothesis testing using t test showed that five independent variables found to significantly affect customer loyalty as dependent variables. Then through the F test showed that the variable service quality, product quality, product design, pricing, and the trust has a significant jointly in customer loyalty. Figures adjusted R square of 0.532 indicates that 53.2 percent of the variations of customer loyalty can be explained by five independent variables used in the regression equation. While the rest of 46.8 percent is explained by another variable outside kelimat variables used within this research. Keywords : quality product, service quality, product design, pricing, trust, customer loyalty

scholarly journals Service Quality, Product Quality, and Perception of Price for Consumer Satisfaction at Aqiqah Business

2021 ◽  
Vol 4 (2) ◽  
pp. 142-153
Author(s):  
Nabilah Zhafirah ◽  
Rahayu Relawati ◽  
Bambang Yudi Ariadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Strong Relationship ◽  
Primary Data ◽  
Quality Product ◽  
Perceived Price ◽  
The Relationship

Consumer Satisfaction is an assessment of the features of a product or service that provides a level of pleasure to customers related to meeting customer consumption needs. Aqiqah Nurul Hayat has been serving aqiqah services since 2003 and already has more than 30 branches spread throughout Indonesia. The purpose of this study was to determine the relationship between price perception, service quality, and product quality to consumer satisfaction with aqiqah Nurul Hayat Malang Branch. The research location is at the office of Nurul Hayat Malang branch on Jl. S. Supriadi No. 7 Sukun. Sampling used the accidental sampling method, the respondents obtained were 73 people. The analytical method used in this study is Spearman's Correlation. The data used are primary data. The results obtained indicate that the perception of price, service quality, and product quality have a relationship with customer satisfaction Aqiqah Nurul Hayat Malang branch. The results of the analysis show that perceived price, service quality, and product quality have a strong relationship with customer satisfaction at the Aqiqah Nurul Hayat Malang branch. The recommendation given is to maintain customer satisfaction by continuing to maintain the quality of both services and products.  

scholarly journals Kepuasan Dan Loyalitas Pelanggan Pada Produk Susu Bayi Menggunakan Service Quality Dan Path Analysis

2010 ◽  
Vol 3 (1) ◽  
Author(s):  
Kukuh Winarso
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Consumer Satisfaction ◽  
Product Line ◽  
Consumer Loyalty ◽  
Quality Dimension ◽  
Large Step ◽  
Quality Product ◽  
A Company ◽  
Research Show

To enlarge market share a company has to produce quality product, accordance with what the consumers want. At the large step company has to be able to see and give more attention to the customer (consumer) satisfaction factors. In the next steps company can identify their customer loyalty to their products, that are factors or variables influence consumers loyalty to select to buy their products. There are many factors that can identify whether the consumer is loyal or not, such as by knowing the characteristics of a loyal consumer : a) buy regularly, b) buy outside the product line, c) refuse other products and show resistance from competitors power of attraction (not easily influenced by competitors power of attraction for the same products), d) recommend from mouth to mouth. Included in this research is PT. X that produce baby milk, needs approaches to identify satisfaction and finally customers loyalty. The results of this research show that consumers percieve service quality they received as not yet fulfill their expectations. Improvement priority should be started from Responsiveness, Emphaty, Assurance, Tangible and Reliability dimensions. All consumer satisfaction dimensions, both directly or simultaneously influence to consumers loyalty. Consumer satisfaction for Tangible, Reliability, Responsiveness, Assurance and Emphaty dimensions together influence to consumer loyalty of 54.66%. Whereas other variables influences outside the service quality dimension to consumer loyalty of 45.34%

scholarly journals Quality and Customer Loyalty in Islamic Banks: Religiosity as a Moderator by using Andrew Hayes model

2019 ◽  
Vol 7 (4) ◽  
pp. 379-396
Author(s):  
Mohsin Shahzad ◽  
Muhammad Shaukat Malik ◽  
Muhammad Irfan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Banking Sector ◽  
Banking System ◽  
Islamic Banking ◽  
Competitive Edge ◽  
Quality Product ◽  
Levels Of Service

The preservation of desired levels of service quality, product quality and awareness is domineering for firms to stay competitive. Islamic banking system of Pakistan is more growing and become popular that provide the products with the premises of Sharia compliance, but there is problem in this sector is lack of knowledge about the products. Findings relay on data collected through surveys of 300 customers of south Punjab Islamic banking sector. Through the respondent’s opinions, our study revealed that service quality and product quality have significantly relationship with customer satisfaction and loyalty. There is shortage of familiarity about Islamic banking products to the customers and this caused to low satisfaction. Proper information is highly required in this sector to create patronize customers. More findings exposed that customer satisfaction positively indicates to customer loyalty and by using the Andrew Hayes method religiosity only moderates between service quality and customer satisfaction because religiosity is not the sole factor to satisfy the customers without proper information system about products. To maintain the competitive edge there is highly required proper brochures system in every branch with easily access to the customers for more convenience.

scholarly journals Pengaruh Kualitas Produk dan Kualitas Layanan terhadap Loyalitas Pelanggan PT. Roman Ceramic International di Mojokerto

2019 ◽  
Vol 3 (1) ◽  
pp. 35
Author(s):  
Mas Oetarjo ◽  
Habib Eko Prastyo
Keyword(s):  
Data Analysis ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Quantitative Method ◽  
Reliability Test ◽  
Test Quality ◽  
Analysis Technique ◽  
Quality Product

This study aims to determine the effect of product quality and service quality to customer loyalty either partially or simultaneously, and to know the quality of product and service quality that has the most significant effect on customer loyalty at PT. Roman Ceramic International in Mojokerto. This research is done by quantitative method. The technique data used is questionnaires with a sample of 100 respondents. Data analysis technique used in this research is multiple linear regression using SPSS version 17 for windows. The results obtained based on the validity test show all existing questions are valid. This is done r count> r table. For reliability test can be concluded. The results of the research based on F test show the quality of the product and the quality simultaneous or together with customer loyalty. Test quality, product quality. Quality of service has the most significant influence on customer loyalty due to having the largest t arithmetic compared with product quality variables.

scholarly journals Drivers Of Customer Loyalty In A Retail Store Environment

2008 ◽  
Vol 1 (1) ◽  
pp. 35-48 ◽  
Author(s):  
Toyin A. Clottey ◽  
David A. Collier ◽  
Michael Stodnick
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Service Management ◽  
Brand Image ◽  
Ordered Logistic Regression ◽  
Quality Product ◽  
Store Design ◽  
Store Environment ◽  
Willingness To Recommend

The determinants of customer loyalty are identified for a large U.S. retailer based on a survey of 972 customers. An ordered logistic regression is used to estimate the proportion of a retailers customers who are willing to recommend the retailers products to others based on survey results.Statistical results document that service quality, product quality and brand image drive customer loyalty as measured by a customers willingness to recommend the retailers products to other people. Service management managers can improve these drivers of customer loyalty by better training, recognition and reward programs, day-to-day store operations, and job, product, process and store design. Given the general research objective of defining a universal model of what drives customer loyalty in a diverse set of industries, this research provides additional statistical evidence to support the theory that brand image, product quality, and service quality determine customer loyalty.

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