scholarly journals The Effect of Service Quality, Product Quality, Experimental Marketing and Location by Intervening Consumer Satisfaction on McDonald's Repurchase Interest in the Green Garden Kedoya Branch

2021 ◽  
Vol 4 (1) ◽  
pp. 53-67
Author(s):  
Lia Amalia ◽  
Pradana Putra
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Positive Influence ◽  
Experiential Marketing ◽  
Purchasing Intention ◽  
Quality Product

This study aims to determine the effect of Service Quality, Product Quality, Experiential Marketing and Location as a independent variable by Intervening Consumer Satisfaction on Purchasing Intention  as a dependent variable at McDonald's Green Garden Kedoya Branch. The method of analysis used in this research is Path Analysis or path analysis. The results of this study indicate that service quality has a positive influence on customer satisfaction, while product quality has no effect on customer satisfaction. Experiential marketing has a positive and significant influence on customer satisfaction, as well as location which has a positive influence on customer satisfaction. Service quality does not have a positive effect on repurchase interest, but product quality has a positive and significant impact on consumer repurchase interest. Meanwhile, experiential marketing also does not have a positive influence on consumer Repurchase Interest, location has a positive and significant influence on consumer Repurchase Interest

scholarly journals PENGARUH KUALITAS PRODUK DAN PELAYANAN TERHADAP LOYALITAS KONSUMEN MUSLIM DENGAN KEPUASAN SEBAGAI VARIABEL INTERVENING

2021 ◽  
Vol 1 (2) ◽  
Author(s):  
Tri Anagh Firli ◽  
Drajat Stiawan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Field Research ◽  
Primary Data ◽  
Research Approach ◽  
Quality Service ◽  
Business World

In the business world, quality is certainly something very important. Quality or product quality is a determinant of consumer satisfaction, after buying or using a product. In addition to product quality, one thing that should not be missed is service quality. Service quality is a measure of how good the level of service that a company can provide to its customers. Even Islamic teachings have taught about providing services from businesses that must be carried out properly, both in the products and services provided. Both have an important role in customer satisfaction and loyalty. This type of research is field research with a research approach that is quantitative research. Where the variables used in this study are product quality, service quality, customer satisfaction and customer loyalty. The population in this study were Muslim consumers of Le'gita Coffee & Bristo Pemalang. Sampling using the Lemeshow formula with a total sample of 100 respondents. Sources of data in this study are primary data and secondary data. The data collection method used is a questionnaire, and the analysis method is path analysis where the variable of consumer satisfaction is the intervening variable. Based on the results of the study, two path test equations were obtained. The result of testing the two equations is that there is an influence between the two independent variables, namely product quality and consumer quality on consumer loyalty either directly or indirectly through customer satisfaction.Dalam dunia bisnis menyoal kualitas tentunya sesuatu yang sangat penting. Mutu ataukualitas produk adalah penentu kepuasan konsumen, setelah memberli ataupun memakai sebuah produk.Selain kualitas produk, salah satu hal yang tidak boleh dilewatkan adalah kualitas pelayanan. Kualitas pelayanan merupakan sebuah ukuran mengenai seberapa bagus tingkat pelayanan yang mampu diberikan oleh sebuah perusahaan pada konsumennya. Dalam ajaran Islampun sudah mengajarkan tentang memberikan layanan dari usaha harus dijalankan dengan baik, baik dalam produk ataupun jasa yang diberikan. Keduanya mempunyai peran penting dalam kepuasan dan loyalitas konsumen. Jenis penelitian ini adalah field research dengan pendekatan penelitian yaitu penelitian kuantitatif. Dimana variabel yang digunakan pada penelitian ini adalah kualitas produk, kualitas pelayanan, kepuasan konsumen dan loyalitas konsumen. Populasi pada penelitian ini adalah konsumen muslim Le’gita Coffee & Bristo Pemalang. Pengambilan sampel dengan menggunakan rumus lemeshow dengan jumlah sampel sebanyak 100 responden. Sumber data pada penelitian ini adalah data primer dan data sekunder. Metode pengumpulan data yang digunakan adalah kuesioner, dan metode analisis yaitu uji jalur (path analysis) dimana variabel kepuasan konsumen sebagai variabel intervening. Berdasarkan hasil penelitian diperoleh dua persamaan uji jalur. Hasil dari pengujian kedua persamaan yaitu terdapat adanya pengaruh pada antara kedua variable bebas yaitu kualitas produk dan kualitas konsumen terhadap loyalitas konsumen baik secara langsung ataupun secara tidak langsung melalui kepuasan konsumen.

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 Effect of Quality Product and Quality Service through Customer Satisfaction on Customer Loyalty in PT Pegadaian ITC Cipulir Jakarta

2019 ◽  
pp. 1-8 ◽  
Author(s):  
Anisa Dwi Rianawaty ◽  
Mr Suharto ◽  
Ismail Razak
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Product Quality ◽  
Customer Loyalty ◽  
Quality Service ◽  
Purposive Sampling ◽  
Quality Product

This study aimed to analyze the effect of product quality and service quality on customer loyalty through customer satisfaction at PT Pegadaian (Persero). Data analysis using path analysis with samples are 215 respondents and technique sampling with purposive sampling. The results showed that the quality of product and service quality through customer satisfaction indirectly no significant effect on customer loyalty.

scholarly journals pengaruh kualitas produk, harga dan nkualitas pelayanan terhadap kepuasan konsumen

2020 ◽  
Vol 1 (01) ◽  
pp. 33
Author(s):  
Moh. Farid Atho'illah Fahrur Rozi ◽  
Sukaris Sukaris
Keyword(s):  
Regression Analysis ◽  
Data Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Analysis Technique

This study aims to analyze the effect of product quality, price and service quality on consumer satisfaction at Katon Ayu Wedding Organizer Gresik. This study uses a quantitative approach. The population in this study all consumers in Gresik Katon Ayu Wedding Organizer amounted to 150 people while the sample was 110 people and there were 10 people who did not meet the researcher's criteria, the method used by purposive sampling researchers with the provisions of respondents who had chosen an exelent building package and luxury home package at Katon Ayu Wedding Organizer. The data analysis technique used is multiple regression analysis. Regression results obtained t count 9.495 while t table 1.985 therefore product quality affects consumer satisfaction at Katon Ayu Wedding Organizer Gresik. The variable price has -4,180 while t table 1,985 influences consumer satisfaction at Katon Ayu Wedding Organizer Gresik. The service quality has a t count of 7.225 while the t table of 1,985 affects consumer satisfaction at Katon Ayu Wedding Organizer Gresik. Product quality, price and service quality variables have a simultaneous and significant influence on customer satisfaction

Faktor-Faktor Terpenting Yang Mempengaruhi Kepuasan dan Loyalitas Pelanggan Pengguna Jaringan 4G di Denpasar

2020 ◽  
Vol 17 (1) ◽  
pp. 57
Author(s):  
Silviana Melda Kolo ◽  
Gede Sri Darma
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Random Sampling ◽  
Sampling Method ◽  
Quality Product ◽  
System Technique ◽  
Customer's Loyalty

The purpose of this study is to find out and analyze the effect of product quality and service quality to customer satisfaction, to find out and analyze the effect of quality product and service quality to customer loyalty of Tekomsel’s 4G network user in Denpasar. This study uses primer data in the form of quisioner data distributed to Telkomsel’s 4G network user in Denpasar. By using this random sampling method, then obtained amount of counted 100 samples. The analyis technique used is PLS (Partial Least System (technique). The reserach shows that (1) The product quality has significant influence to the customer’s satisfaction (2) the service quality has significant influnce to the customer’s satisfaction (3) the product quality has significant influence to the customer’s loyalty (4) the service quality has significant influence to the customer’s loyalty (5) the customers satisfacion has significant influence to the customer’s loyalty.              

scholarly journals RELATED IMPACT FROM SERVICE QUALITY AND PRODUCT QUALITY TOWARDS CUSTOMER SATISFACTION AS WELL AS ITS IMPLICATIONS TO CUSTOMER LOYALTY AT PT. CIANJUR ARTHA MAKMUR

2020 ◽  
Vol 2 (1) ◽  
pp. 101-111
Author(s):  
Dwian Adi Dharmawan ◽  
Arifin Sitio
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Sample Size ◽  
Product Quality ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Marked Effect ◽  
Analysis Technique ◽  
Huge Impact

This research aims to find out those influence from Service Quality, and Product Quality towards Customer Satisfaction and its Implications to Customer Loyalty at PT. Cianjur Artha Makmur. This type of research were catagorized as descriptive analytics research. While population were customers from PT Cianjur Artha Makmur (CAM) totalling of 543 customers according to 2018 company's internal data. These research used Slovin formula to estimates these sample size needed and it obtained 100 respondents. The analysis technique used path analysis through SPSS version 23. The results from this research was indicate that (1) Service Quality has huge impact to Customer Satisfaction (2) Product Quality has significant influence over Customer Satisfaction (3) Service Quality has marked effect to Customer Loyalty (4) Product Quality has undefinable affects towards Customer Loyalty and (5) Customer Satisfaction has huge impact on Customer Loyalty.

Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah dan Loyalitas Nasabah Tabungan Britama Pada PT. Bank Rakyat Indonesia (Persero) Tbk Cabang Samarinda

2020 ◽  
Vol 8 (3) ◽  
pp. 199
Author(s):  
Poppy Alvianolita Sanistasya
Keyword(s):  
Data Collection ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Data Collection Methods ◽  
Savings Accounts ◽  
Collection Methods

This study aims to determine: (1) the effect of service quality on customer loyalty; (2) the effect of service quality on customer loyalty; (3) the effect of satisfaction on customer loyalty. The type of research (explanatory effect). Samples of 110 respondents of savings accounts in BRI branch Samarinda. This study uses survey methode and data collection methods using questionnaires. Analysis of data used path analysis. Results of the path analysis can be seen that: (1) service quality variable have a significant effect on customer satisfaction variable; (2) service quality variable have a significant influence on customer loyalty variable; (3) customer satisfaction variable do not have a significant effect on customer loyalty variable.

scholarly journals MODEL KEPUASAN PELANGGAN: ANALISIS KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP CITRA MEREK PADA GIANT CITRA RAYA JAKARTA

2017 ◽  
Vol 21 (3) ◽  
pp. 317
Author(s):  
Agussalim M ◽  
Hapzi Ali
Keyword(s):  
Quantitative Analysis ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Hypothesis Testing ◽  
Product Quality ◽  
Brand Image ◽  
Analytical Tool ◽  
Analysis Method ◽  
Quantitative Analysis Method

This study aims to analyze the effect of product quality and service quality on brand image and customer satisfaction either partially or simultaneously on Giant Citra Raya Tangerang. The population of this study is Giant Citra Raya customers which averages 2,070,823 / 12/30 = 5752 per day. The sample in this research using Slovin formula is 152 customers. Quantitative analysis method using path analysis, followed by determination analysis (R Square), partial hypothesis testing (t test) and simultaneous (F test) with alpha 5 percent. Before further analyzed first tested the instrument and test the classical assumption. Analytical tool using SPSS version 21.0 for windows. The result of the research shows that product quality and service quality are partially and simultaneously have positive and significant effect on brand image and customer satisfaction, and brand image has influence to customer satisfaction at Giant Citra Raya Tangerang.

scholarly journals Meningkatkan Kepuasan Nasabah Melalui Kualitas Pelayanan yang di Mediasi oleh Kepercayaan (Survey Pada BRI Kcp Unit Kuamang Kuning Kabupaten Bungo)

2019 ◽  
Vol 4 (1) ◽  
pp. 156
Author(s):  
Andri Yandi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Statistical Method ◽  
Significant Influence ◽  
Survey Method ◽  
Customer Trust

This study aims to analyze the effect of service quality on customer trust and satisfaction, trust in customer satisfaction, and analyze the influence of service quality through trust as a variable intervening on customer satisfaction. the sample is 384. The method of collecting data uses a survey method, which is followed by a statistical method to test the hypothesis that is by path analysis. The results of this study indicate that service quality has a positive and significant effect on customer trust and satisfaction, as well as trust has a positive and significant influence on customer satisfaction. In addition, service quality through trust also has an influence on customer satisfaction.

scholarly journals MODEL KEPUTUSAN PEMBELIAN PAKAIAN BATIK DAN TINGKAT KEPUASAN KONSUMEN

2020 ◽  
Vol 6 (1) ◽  
pp. 67-74
Author(s):  
Hani Ernawati ◽  
Fitriana Fitriana
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Least Square ◽  
Market Demand ◽  
Purchasing Decision ◽  
Ordinary Least Square ◽  
Satisfaction Index ◽  
Quality Product ◽  
The Relationship

Batik is a craft that has high artistic value and has become part of Indonesian culture that must be preserved. The level of consumer satisfaction towards Batik has to be known in order to understand the market demand, as well knowing the influencing factors that have postive effect on purchasing decision of Batik. The purposes of this study are (1) measures customer satisfaction levels of batik clothing, (2) measures the influence of quality product, brand, price, and access toward purchasing decision. Method - A total of 120 respondents were asked to rate their assesment on product quality, brand, price and access to get Batik clothes and their purchasing decision. Analysis of customer satisfaction used Consumer Satisfaction Index. The relationship between quality product, brand, price, and access toward purchasing decision determined by regression analysis Ordinary Least Square. The result of this study revealed that consumers’ satisfaction toward Batik clothes included in term of satisfied category. Brand and price had positive effect on purchasing decision, but product quality and accesibity didn’t.

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