scholarly journals PRODUCT QUALITY AND CUSTOMER SATISFACTION AND THEIR EFFECT ON CONSUMER LOYALTY

2021 ◽  
Vol 1 (2) ◽  
pp. 69-78
Author(s):  
Ernest Grace ◽  
Rosita Manawari Girsang ◽  
Sudung Simatupang ◽  
Vivi Candra ◽  
Novelyn Sidabutar
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Coefficient Of Determination ◽  
Regression Equations ◽  
Consumer Loyalty ◽  
Simultaneous Test ◽  
Normality Test ◽  
Used Cars

The results of this study are to see whether the influence of product quality and customer satisfaction on consumer loyalty is found at Mandiri Jaya Mobil Pematangsiantar whose business is engaged in buying and selling new and used cars, with a total of 130 consumers and using validity, reliability, normality test, and analysis instruments. the coefficient of determination, as well as simple and multiple regression equations as well as the t hypothesis test and F test. Then a conclusion is generated that for the partial hypothesis answer it is found that the influence of product quality variables has a positive and significant effect on consumer loyalty then consumer satisfaction has a positive and significant effect on consumer loyalty and for the simultaneous test to produce answers to the hypothesis that simultaneously there is a positive and significant influence on product quality and consumer satisfaction on consumer loyalty. This shows that when product quality is getting better, and satisfaction is achieved, loyalty will persist.

scholarly journals Pengaruh Kualitas Produk, Harga, Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Rumah Makan Dabu-Dabu Iris Fresh Wenang Manado

2019 ◽  
Vol 8 (2) ◽  
pp. 26
Author(s):  
Gahensya Keloay ◽  
Wehelmina Rumawas ◽  
Sandra Asaloei
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Test Validity ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Validity And Reliability ◽  
Normality Test ◽  
Quantitative Descriptive

This research was conducted in Dabu-Dabu Iris Fresh Restaurant, Wenang Manado, which aims to find out the 1) effect of product quality ; 2) price and ; 3) service quality on customer satisfaction in Dabu-Dabu Iris Fresh Restaurant, Manado, both individually and in groups. With the focus of the problem is whether product quality, price and service quality affect consumer satisfaction in Rumah Makan Dabu-Dabu Iris Fresh, Wenang Manado. the method used in this study uses quantitative descriptive methods and The population that came in the Dabu-Dabu Iris Fresh Restaurant, Manado Heritage is unknown, therefore the researcher took a sample of 50 respondents using a purposive sampling technique that is consideration of populations that are easily found and this research will only be given to visitors who have visited the House. Eating Dabu-Dabu Iris Fresh, Managing Manado at least 5 times, and the research method used is quantitative descriptive method. The analytical tool used in the data instrument test (validity and reliability test), classic assumption test (normality test, multicollinearity test and heteroscedasticity test), data analysis (multiple regression analysis, test t, F test and test coefficient of determination R2). Based on the t test obtained states that product quality has an influence on customer satisfaction individually. While price is the determination of the value of a product in the minds of consumers that must be paid by consumers to obtain a product of Dabu-Dabu Iris Fresh Restaurant, Wenang Manado. The service quality provided by Dabu-Dabu Iris Fresh Restaurant, Wenang Manado affects consumer satisfaction.

scholarly journals PENGARUH KUALITAS PELAYANAN DAN KEPERCAYAAN MEREK TERHADAP LOYALITAS KONSUMEN DENGAN KEPUASAN KONSUMEN SEBAGAI VARIABEL INTERVENING PADA HIJAB MEDYNA COLLETION SITUS SHOP ONLINE

2020 ◽  
Vol 5 (1) ◽  
pp. 1
Author(s):  
Nadifatul Lailiyah
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Consumer Loyalty ◽  
Brand Trust ◽  
Normality Test

Penelitian ini bertujuan untuk mengetahui faktor- faktor yang mempengaruhi profitabilitas dengan Kualitas konsumen dan Kepercayaan merek Loyalitas konsumen sebagai variabel Y, Kepuasan konsumen sebagai variabel intervening. Alat analisis pada penelitjian ini adalah Analisis Path. Sampel dari penelitian ini adalah 95 jumlah orang member atau reseler yang beli di toko hijab medyna colletion malang. Metode  pengumpulan  data yang  digunakan  adalah  kuesioner (angket). Analisis  yang digunakan meliputi Uji istrumen, Uji normalitas, Analisis data, Uji hipotesis, Uji t dan Uji sobel. menggunakan analisis regresi linier berganda dengan bantuan software SPSS 17.0 for windows.95 breseler atau member medyna colletion yang menjadi populasi penelitian ini, hasil penelitian menunjukkan bahwa Kualitas pelayanan, Dan kepuasan merek Berpengaruh langsung terhadap Kepuasan konsumen, terdapat pengaruh positif dan signifikan. Kualitas Pelayanan, Dan kepercayaan merek Berpengaruh langsung terhadap Loyalitas konsumen, terdapat pengaruh positif dan signifikan. Kepuasan konsumen Berpengaruh langsung terhadap Loyalitas konsumen, terdapat pengaruh positif dan signifikan Kepercayaan merek terhadap kepuasan konsumen. Semakin baik kepercayaan merek maka kepuasan konsumen akan semakin meningkat atau sebaliknya semakin tidak baik kepercayaan Merek maka kepuasan konsumen akan semakin menurun. Kualitas Pelayanan dan Kepercayaan merek secara tidak langsung Berpengaruh terhadap Loyalitas konsumen dengan Kepuasan konsumen, Pengaruh positif dan signifikan kualitas pelayanan terhadap Loyalitas konsumen. Semakin baik kepercayaan merek maka Loyalitas konsumen akan semakin meningkat atau sebaliknya semakin tidak baik kepercayaan merek maka Loyalitas konsumen akan semakin menurun.  Kata kunci: Kualitas pelayanan, Kepercayaan merek, Loyalitas konsumen dan Kepuasan konsumenAbstract This study aims to determine the factors that influence profitability with consumer quality and brand trust Consumer loyalty as Y variable, customer satisfaction as an intervening variable. The analytical tool in this research is Path Analysis. The sample from this study was 95 number of members or resellers who bought at the poor hijab medyna colletion shop. The data collection method used is a questionnaire. The analysis used includes test instrument, normality test, data analysis, hypothesis test, t-test and sobel test using multiple linear regression analysis with the help of SPSS 17.0 for Windows software.95 resellers or members of medyna colletion which became the population of this study. The results of the study indicate that service quality, and brand satisfaction directly influence consumer satisfaction, there are positive and significant influences. Service Quality, and also brand trust directly influences consumer loyalty, this result means that there are positive and significant influences. Consumer satisfaction has a direct effect on consumer loyalty, there is a positive and significant influence on brand confidence in customer satisfaction. The better brand trust, customer satisfaction will increase or vice versa, the less trust the brand will, the more customer satisfaction will decline. Service Quality and brand trust indirectly influence consumer loyalty with consumer satisfaction, positive and significant influence on service quality on consumer loyalty. The better the brand trust, the consumer loyalty will increase or otherwise the worth the brand trust, the consumer loyalty will decrease. Keywords: Service quality, Brand Trust, Consumer Loyalty and Consumer Satisfaction

scholarly journals The Effect of Price and Product Quality on Customer Satisfaction

2018 ◽  
Vol 2 (1) ◽  
pp. 53
Author(s):  
Putri Nilam Kencana
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Fast Food ◽  
Consumer Satisfaction ◽  
Secondary Data ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Regression Equations ◽  
Validity And Reliability

One example of a franchise that has increased in a number of outlets is fast-food restaurants or often called fast food. The purpose of this study was to determine the effect of price and product quality on customer satisfaction on Giant Fried Chicken Citra Raya. The research method uses quantitative with a population of 22,577 customers, the determination of the sample using the Slovin formula with an error rate of 10% obtained 100 respondents. Data collection methods using primary data and secondary data. Test the instrument using the validity and reliability test, the prerequisite data test uses the normality test, autocorrelation test, multicollinearity test, and heteroscedasticity test, while the statistical test uses multiple regression equations, correlation coefficient test, coefficient of determination test and significance test. The results show that the price and quality of the product have a positive effect on consumer satisfaction with a regression equation Y = 19.846 + 0.329X1 + 0.312X2 + e. The better the price determination and the higher the quality of the product, the more it will increase customer satisfaction. Vice versa, if the price and quality of products are low, customer satisfaction will also decrease. The simultaneous contribution of price and product quality is 40.8% while the remaining 59.2% is influenced by other factors. the calculated F value is greater than the F table or (9669> 3.090), it is also reinforced by the significance of 0,000 <0.05. Thus H0 is rejected and H1 is accepted. This means that there is a positive and significant effect simultaneously between price and product quality on customer satisfaction on Giant Fried Chicken Citra Raya.

scholarly journals Influence of product quality, price, and quality of service to customer satisfaction (study on Resto Solaria Mall Lippo Cikarang)

2021 ◽  
Vol 6 (1) ◽  
pp. 95
Author(s):  
Dadang Heri Kusumah ◽  
Sumardjono Sumardjono ◽  
Dimas Ari Darmantyo
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Validity And Reliability ◽  
F Test ◽  
Simultaneous Test

This study aims to partially examine the effect of product quality on consumer satisfaction, partially examine the effect of price on consumer satisfaction, and partially examine the effect of service quality on customer satisfaction, at the same time conducted at SOLARIA Resto Mall Lippo Cikarang.  The sampling method used is non-probability sampling, namely quota sampling. The sample of this study was 100 respondents who had visited the SOLARIA Mall Lippo Cikarang restaurant, and these respondents distributed online questionnaires via google form. This research is based on multiple linear regression analysis, with the help of SPSS statistical procedures, to test the validity and reliability of research tools in the form of partial test (t test) and simultaneous test (F test), classical assumption test and hypothesis test. hypothesis test (F test), the results obtained are product quality has a positive and significant effect on consumer satisfaction. There is a positive and significant effect of price on consumer satisfaction. There is a positive and significant effect of service quality on customer satisfaction. There is a simultaneous influence of product quality, price, and service quality on consumer satisfaction at Resto SOLARIA Mall Lippo Cikarang. This shows that all hypotheses in this study are accepted.

scholarly journals Pengaruh Etos Kerja dan Disiplin Kerja Terhadap Kinerja Karyawan Pada PT Pacific Indah Pratama Jakarta

2020 ◽  
Vol 3 (1) ◽  
pp. 141-150
Author(s):  
Akhmar Barsah ◽  
Asep Ridwan
Keyword(s):  
Work Ethic ◽  
Employee Performance ◽  
Hypothesis Test ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Regression Equations ◽  
Validity And Reliability ◽  
Probabilistic Sampling ◽  
Predictive Variables ◽  
Simultaneous Test

This study aims to determine and prove the appropriateness of theory with facts, the influence of work ethic and work discipline on employee performance. The quantitative method approach with an associative (causal) form is used in this study. The sample-based on the existing population is 103 respondents. The entire population is sampled with a non-probabilistic sampling technique that is a saturated sample. Data analysis techniques that use inferential statistics (parametric) with the data eligibility test include validity and reliability tests, tests of prerequisites or regression assumptions that are residual normality, multicollinearity, heteroscedasticity. The hypothesis test is performed using the F test, the t-test, the correlation analysis, the analysis of the coefficient of determination and the multiple regression equations. The results based on the series of tests can be concluded. The predictive variables of F (simultaneous) test results (work ethic and work discipline) have a positive and significant effect on the dependent variable (employee performance) the value of Fcount>Ftable (34,855>3.09). The results of the test of the importance of work ethic in the performance of employees have a positive and significant effect, the value of tcount>ttable (5,212>1.98). Similarly, labour discipline in the performance of employees has a positive and significant effect, the value of tcount>ttable (4,997>1,998). The magnitude of the correlation predictor variables, namely work ethic and work discipline on employee performance, obtained a number of 0.641, which means a strong correlation (0.600-0.799). The percentage coefficient of determination of the predictive variables (work ethic and work discipline) to the dependent variable (employee performance) is 39.9%, where 60.1% are other factors that are not identified. While the regression equation obtained Y = 0.799 + 0.428 + 0.432. Abstrak Penelitian ini bertujuan untuk mengetahui serta membuktikan kesesuaian antara teori dengan fakta terkait seberapa besar variabel-variabel prediktor etos kerja dan disiplin kerja berpengaruh terhadap variabel yang dipengaruhi kinerja karyawan. Pendekatan metode kuantitatif dengan bentuk asosiatif (kausal) penulis gunakan dalam penelitian ini. Sampel berdasarkan populasi yang ada berjumlah 103 responden, di mana seluruh populasi dijadikan sampel dengan teknik nonprobability sampling yaitu sampel jenuh. Teknik analisis data menggunakan statistik inferensial (parametris) dengan uji kelayakan data meliputi uji validitas dan uji reliabilitas, uji prasyarat atau asumsi dasar regresi yaitu normalitas residual, multikolinieritas, heteroskedastisitas. Sedangkan uji hipotesis dilakukan uji F, uji uji t, analisis korelasi, analisis koefisien determinasi, dan persamaan regresi berganda.Hasil temuan penelitian berdasarkan rangkaian uji dapat disimpulkan. Hasil uji F (simultan) variabel prediktor (etos kerja dan disiplin kerja), berpengaruh positif dan signifikan terhadap variabel dependen (kinerja karyawan) di mana nilai Fhitung>Ftabel (34.855>3.09). Hasil uji signifikansi etos kerja terhadap kinerja karyawan mempunyai pengaruh positif dan signifikan, di mana nilai thitung>ttabel (5.212>1.98). Demikian pula disiplin kerja terhadap kinerja karyawan berpengaruh positif dan signifikan, di mana nilai thitung>ttabel (4.997>1.98). Besaran korelasi variabel prediktor yaitu etos kerja dan disiplin kerja terhadap kinerja karyawan didapat angka 0.641 yang mengartikan adanya korelasi yang kuat (0.600-0.799). Persentase koefisien determinasi variabel prediktor (etos kerja dan disiplin kerja) terhadap variabel dependen (kinerja karyawan) sebesar 39.9% di mana 60.1% adalah faktor-faktor lain yang tidak teridentifikasi. Sedangkan persamaan regresi didapat Y= 0.799 + 0.428 + 0.432.

scholarly journals PENGARUH HARGA, KUALITAS PRODUK DAN WOM (WORD OF MOUTH) TERHADAP KEPUASAN KONSUMEN

2020 ◽  
Vol 2 (2) ◽  
Author(s):  
Upik Aldiana ◽  
Setyo Adji ◽  
Edi Santoso
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Random Sampling ◽  
Consumer Satisfaction ◽  
Word Of Mouth ◽  
Sampling Technique ◽  
Coefficient Of Determination ◽  
Pharmaceutical Companies ◽  
Herbal Products ◽  
Probability Sampling

This study aims to determine the effect of price, product quality, WOM (word of mouth) on consumer satisfaction on Herbal Soman Products at Yasmaga fm Ponorogo outlets. PT. Soman Indonesia is one of the original pharmaceutical companies in Indonesia, Soman (Sozo Formula Manggata 1) is Herbal Drops Herbal made from ingredients 39 Natural ingredients consisting of fruits, vegetables and also selected spices. The population in this study were consumers of Soman Herbal Products at Yasmaga Radio FM Ponorogo. This study used the Probability Sampling Technique by means of Random Sampling. Samples taken amounted to 80 respondents with the characteristics of consumers who have made a minimum purchase of 2x. The results showed that price, product quality, WOM (word of mouth) had a positive and significant effect on customer satisfaction both simultaneously and partially. While the coefficient of determination shows the value of 53.1%, which means the price, product quality and WOM (word of mouth) contribution to consumer satisfaction is 53.1% and the remaining 46.9% is influenced by other variables not explained in this study.

scholarly journals PENGARUH CITRA MEREK DAN KUALITAS PRODUK TERHADAP VOLUME PENJUALANPADA PT. ASTRA INTERNATIONAL,Tbk

2018 ◽  
Author(s):  
STIM Sukma
Keyword(s):  
Product Quality ◽  
Brand Image ◽  
Hypothesis Test ◽  
Coefficient Of Determination ◽  
Sales Volume ◽  
Sampled Data ◽  
Simultaneous Test ◽  
Periodic Maintenance ◽  
Regression Test

The purpose of this study is to determine whether there is influence of brand image and product quality on sales volume at PT. Astra International Tbk- Isuzu Medan Branch. Sample This study was 129 customers who came to perform periodic maintenance from May to June 2017, sampling using random sampling that is all get the same opportunity on every member of the population to be sampled. Data analysis using multiple linear regression test with model determination (classic assumption test), hypothesis test using coefficient determination test, partial test (t test) and simultaneous test (F test), while data processing using SPSS 20, Coefficient of determination of variable of brand image and product quality able to explain its existence to sales volume variable, beside that partially brand image has no effect and not significant to sales volume while product quality have positive and significant effect to sales volume. Simultaneously the brand image and product quality are positive and insignificant to sales volume.

scholarly journals Pengaruh Kualitas Produk, Harga, Cita Rasa Dan Promosi Terhadap Kepuasan Konsumen Di Rumah Makan Mbak Siti

2021 ◽  
Vol 3 (1) ◽  
pp. 22-33
Author(s):  
Amir Hamzah Siregar, Susana, Zuriani Ritonga, Desmawati Hasibuan, Elvina
Keyword(s):  
Regression Analysis ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Hypothesis Test ◽  
Descriptive Analysis ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Test Results ◽  
Independent Variable

The purpose of this study was to determine the effect of product quality, price, taste and promotion on consumer satisfaction at Mbak Siti's restaurant in Sosopan Village, Kotapinang District, Labuhanbatu Selatan Regency. The sample in this study amounted to 30 people. The analytical method used is descriptive analysis, classical assumption test, multiple linear regression analysis, t test, f test, and coefficient of determination and this data is processed using the IBM SPSS Statistics 21 program. Hypothesis test results show that partially the product (X1) has a positive and significant effect on consumer satisfaction, this can be seen from the tcount value for product quality is tcount 0.009> ttable 2.05954, with a significant value of 0.993 <0.05. Hagra (X2) has a positive and significant effect on consumer satisfaction, this can be seen from the tcount value for price is tcount 2.273> ttable 2.05954, with a significant value of 0.32 <0.05. Taste (X3) has a positive and significant effect on consumer satisfaction, this can be seen from the tcount value for taste is tcount 0.541> ttable 2.05954, with a significant value of 0.593 <0.05. Promotion (X4) has a positive and significant effect on customer satisfaction, this can be seen from the tcount value for promotion is tcount 6.794> ttable 2.05954, with a significant value of 0.000 <0.05. The value of Ftable in the 4: 26 distribution is 2.74, so based on table 4.14 it can be seen that the Fcount value is 36.656> 2.70, and a significant value is 0.000 <0.05, this shows that simultaneously the Independent Variable has a positive and significant effect on the Dependent Variable.

scholarly journals PENGARUH KUALITAS PRODUK, PERSEPSI HARGA, PROMOSI, LOKASI, KUALITAS PELAYANAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN KONSUMEN DI RUMAH MAKAN BEBEK KALEO TEBET JAKARTA SELATAN DIMASA PANDEMI COVID-19

2021 ◽  
Vol 17 (2) ◽  
Author(s):  
Aris Budiono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
Consumer Loyalty ◽  
Price Perception ◽  
Location Service ◽  
Analysis Techniques ◽  
Independent Variables ◽  
Simultaneous Influence

ABSTRACT This study analyzes the effect of product quality, price perception, promotion, location, service quality on consumer loyalty through customer satisfaction at Bebek Kaleo Restaurant, Tebet, South Jakarta during the Covid-19 pandemic.Data collection through surveys with 105 respondents incidentally in October 2020. Data analysis techniques through Path Analysis, The Simultaneous Influence of Product Quality, Price, Promotion, Location, and Service Quality on Customer Satisfaction as well as Consumer Loyalty, Product quality, price perception, promotion have no effect on consumer satisfaction, location, service quality has a significant effect on customer satisfaction. Product Quality, Location Service Quality has no effect on Consumer Loyalty, Promotion and Satisfaction has a significant effect on Consumer Loyalty, all independent variables can directly influence the consumer loyalty variable without intervening customer satisfaction.Keywords : Product Quality, Price Perception, Promotion, Location, Service Quality, Customer Satisfaction, Consumer Loyalty

scholarly journals The Effect of Innovation, Promotion, and Quality of Products on Consumer Loyalty with Satisfaction as Intervening Variables (Case Study Costumer PT. Mandom In Surabaya)

2021 ◽  
Vol 2 (3) ◽  
pp. 206-213
Author(s):  
Rega Irsa Irawan ◽  
Sengguruh Nilowardono
Keyword(s):  
Customer Satisfaction ◽  
Product Quality ◽  
Consumer Satisfaction ◽  
P Value ◽  
Consumer Loyalty ◽  
Significant Positive Effect ◽  
Quality Of Products ◽  
Positive Effect

This study aims to determine the effect of innovation, promotion, product quality on consumer loyalty with customer satisfaction as intervening. This research method uses quantitative with OLS analysis tools. The research instrument was a questionnaire with 75 samples of Gastby product consumers. The results of the study prove that Innovation has positive significant effect on consumer satisfaction as evidenced by the results of t value of 4.457 with p-value of 0.00, Innovation has significant positive effect on consumer loyalty as evidenced by the results of t value of 8.897 with p-value amounting to 0,000, promotion does not have a significant positive effect on customer satisfaction t value of 0.421 with a p-value of 0.674, promotion does not have a significant positive effect on consumer loyalty as evidenced by the result of t of 1,277 with a p-value of 0,202, quality the product has significant positive effect on customer satisfaction as evidenced by the results of t table (1.666) and p-value smaller than 0.05, product quality has significant positive effect on loyalty consumer as evidenced by the results of this value greater than t table (1.666 ) and p-value is smaller than 0.05 consumer power has an effect on consumer loyalty as evidenced by the results of t value of 4.689 with a p-value of 0.00.  

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