The Effect Of Product And Service Quality On Customer Loyalty Mediated By Customer Satisfaction In Micro Small Business Multi Cipta Semarang

Authors

  • Choirul Ichsan Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia, Semarang
  • Bambang Guritno Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia, Semarang 
  • Hendrajaya Hendrajaya Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia, Semarang 

DOI:

https://doi.org/10.56910/ictmt.v1i1.80

Keywords:

product

Abstract

Research located at Toko Multi Cipta Semarang has objectives that are divided into two types, namely the general purpose is to analyze and explain the effect of products and service quality on customer loyalty mediated by customer satisfaction in Micro Small Enterprises Multi Cipta Semarang, and for its special purpose is to analyze and explain: 1) the effect of products on customer satisfaction, 2) the effect of service quality on customer satisfaction,  3) the effect of the product on customer loyalty, 4) the effect of service quality on customer loyalty. 5) the effect of customer satisfaction on customer loyalty, 6) the effect of products on customer loyalty mediated by customer satisfaction, and 7) the effect of service quality on customer loyalty mediated by customer satisfaction . The sample used in this study was 138 people, then given the opportunity to answer questionnaires that would be processed using the SPSS 25.0 application to produce numbers which were then tested for feasibility using validity tests and reliability tests. For data analysis techniques used are multiple regression analysis, model testing and hypothesis testing .The results of the study concluded that: the general conclusion states that customer satisfaction does not mediate the effect of product and service quality on customer loyalty, while the specific conclusion states that: 1) product affects customer satisfaction, 2) service quality affects customer satisfaction, 3) product affects customer loyalty, 4) service quality affects customer loyalty, 5) customer satisfaction affects customer loyalty. Customer loyalty, 6) customer satisfaction does not mediate the effect of the product on customer loyalty, and 7) customer satisfaction does not mediate the effect of service quality on customer loyalty.

Author Biography

Bambang Guritno, Sekolah Tinggi Ilmu Ekonomi Pariwisata Indonesia, Semarang 

 

 

 

References

Akbar. (2011). The Role of Price as an Indicator of Perceived Service Quality and Influence on Consumers' Purchase Likelihood

Ali, H. (2013). Marketing and Selected Cases.

Andalusi, R. (2018). The Influence of Service Quality, Price and Product Quality on Customer Satisfaction of Laboratory Support Instruments (Case Study at PT. Laborindo Sarana Jakarta). Madani Journal: Science, Technology and Humanities. 1(2).

Arikunto, S. (2012). Research Procedures A Practice Approach.

Arikunto, S. (2014). Research Procedures A Practical Approach.

Armstrong, Gary & Philip, K. (2013). Marketing Basics. Volume I, Translated by Alexander Sindoro and Benyamin Molan

Astawa, I. K. A. dan I. N. D. (2017). The Influence of Service Quality, Service Innovation, Product Quality on Customer Satisfaction and Customer Loyalty for Honda Motorcycles. Journal of Management and Business, Vol 14, No. 2.

Berman, Barry, Joel R. Evans, P. C. (2018). Retail Managament A Strategic Approach.

Budiarno, B., Udayana, I. B. N., & Lukitaningsih, A. (2022).

The Influence of Service Quality, Product Quality on Customer Satisfaction in Forming Customer Loyalty. Equilibrium: Journal of Educational and Economic Research, 19(02), 226–233. https://doi.org/10.25134/equi.v19i02.4531

Danang, S. (2013). Metode Penelitian Akuntansi.

Fadilla, I., Wardana, B., Astutiningsih, E., Islam, U., Sayyid, N., & Tulungagung, A. R. (2022).

Factors that Influence Customer Loyalty (Customer Satisfaction as a Moderating Variable) Islamic Economics Perspective. Scientific Journal of Islamic Economics,8(03), 2626–2640.

Fandi, T. (2014). Service, Quality & Satisfaction.

Fandy, T. (2016). Service, Quality & satisfaction.

Ibrahim, J., & Akbar, A. (2021). Training on Hydroponic Vegetable Cultivation to Meet Family Nutritional Needs for Posyandu Hikmat Cadres in Tanete Village, Sidrap. Journal of Service Dynamics (JDP), 7(1), 167–174. https://journal.unhas.ac.id/index.php/jdp/article/view/14631

Indrasari, M. (2019). Marketing and Customer Satisfaction.

Kartajaya, H. (2013). Positioning, Diferensiasi, dan Brand.

Kasmir. (2016). Human Resource Management: Theory And Practice. Depok: PT RajaGrafindo Persada. S.P, H. M. (2016). Manajemen Sumber Daya Manusia: Edisi Revisi.

Kencana, P. N. (2018). The Effect of Price and Product Quality on Customer Satisfaction. PINISI Discretion Review, 2(1), 53. https://doi.org/10.26858/pdr.v2i1.13230

Kotler, P. and Keller, K. L. (2016). Marketing Management.

Lupiyoadi, R. (2013). Services Marketing Management.

Noor, J. (2011). Research Methodology: Theses, Theses, Dissertations, and Scientific Work.

Riduwan. (2015). Basics of Statistics.

Rossitya Dwi Setyawardani. (2021). The Influence of Service Quality, Products and Customer Value on Customer Satisfaction and Customer Loyalty. Journal of National Development Economics, 14(1), 230–239. https://doi.org/10.46306/jbbe.v14i1.79

Saravanakumar, G. (2014). Effect of service quality on customer loyalty: Empirical devidence from co-operative bank.

Sugiyono. (2013). Quantitative Qualitative Research Methods and R&D.

Tjiptono, F. (2012). Influence of Place.

Downloads

Published

2023-12-31

How to Cite

Choirul Ichsan, Bambang Guritno, & Hendrajaya Hendrajaya. (2023). The Effect Of Product And Service Quality On Customer Loyalty Mediated By Customer Satisfaction In Micro Small Business Multi Cipta Semarang. International Conference On Digital Advanced Tourism Management And Technology, 1(1), 361–375. https://doi.org/10.56910/ictmt.v1i1.80

Issue

Section

Articles

Similar Articles

1 2 3 > >> 

You may also start an advanced similarity search for this article.