PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Survei pada Pelanggan DGC Coffeeshop di Solo, Kutoarjo, Sragen)

Authors

  • Yufita Ernawati, Y. Djoko Suseno & Sunarso

Abstract

This research aimed to find out the effect of product and customer
qualities either directly or with customer satisfaction as mediating variable on
the customer loyalty of DGC Coffeeshop in Solo, Kutoarjo, and Sragen
subsidiaries. The sample consisting of 108 customers was taken from July 7
to 23, 2017. Technique of collecting data used was questionnaire through
validity and reliability tests. Technique of analyzing data used was path
analysis with classical assumption test. Technique of collecting data used
was questionnaire through validity and reliability tests. Techniques of
analyzing data used were path and classical assumption tests. From the
result of validity test, the research instrument of product quality, customer
quality, customer satisfaction and product loyalty was valid. The result of
reliability test was reliable. From classical assumption test, multicoloniearity,
heteroskedasticity, autocorrelation and normality tests passed through the
test successfully. The result of analysis showed that product and service
qualities affected customer satisfaction. Product and service qualities did not
affect directly the customer loyalty. Customer loyalty affected significantly the
customer loyalty. Customer satisfaction affected significantly the customer
loyalty. Customer satisfaction mediated the effect of product and service
qualities on customer loyalty.
Keywords: product quality, service quality, customer satisfaction, customer
loyalty

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Published

2017-12-06

How to Cite

Sunarso, Y. E. Y. D. S. &. (2017). PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Survei pada Pelanggan DGC Coffeeshop di Solo, Kutoarjo, Sragen). JURNAL MANAJEMEN SUMBER DAYA MANUSIA, 11(2). Retrieved from https://ejurnal.unisri.ac.id/index.php/Manajemen/article/view/1824

Issue

Vol. 11 No. 2 (2017): Manajemen Sumber Daya Manusia

Section

Artikel

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