Dewi, Sarah Milya and Syamsuar, ginanjar ANALISIS KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Pada KFC Ramayana Semper Jakarta Utara). ANALISIS KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi Pada KFC Ramayana Semper Jakarta Utara). (Unpublished)
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Abstract
Abstract This study aims to determine how much influence product quality and service quality on customer loyalty with customer satisfaction as an intervening variable in KFC Ramayana Semper, North Jakarta. The research strategy used is associative. The research method used in this research is a survey method. The general population in this study were customers of KFC Ramayana Semper, North Jakarta. The research sample was 100 respondents at KFC Ramayana Semper, North Jakarta. The data analysis used is path analysis. Based on the results of statistical calculations, it shows: (1) the sig. t variable of product quality on customer satisfaction of 0.095. (2) sig. t variable quality of service to customer satisfaction of 0.000. (3) sig. t variable of product quality to customer loyalty of 0.055. (4) sig. t variable quality of service to customer loyalty of 0.000. (5) sig. t customer satisfaction variable on customer loyalty of 0.000. (6) sig. t variable of product quality on customer loyalty with customer satisfaction as an intervening of 0.114. (7) sig. t service quality variable on customer loyalty with customer satisfaction as an intervening of 0.000. Conclusion: product quality directly has no effect on customer satisfaction, service quality directly affects customer satisfaction, product quality does not directly affect customer loyalty, service quality directly affects customer loyalty, customer satisfaction directly affects customer loyalty, there are The insignificant influence between product quality on customer loyalty and customer satisfaction as an intervening variable, there is a significant influence between service quality on customer loyalty and customer satisfaction as an intervening variable. Keywords: Product Quality, Service Quality, Customer Loyalty, Customer Satisfaction
| Item Type: | Article |
|---|---|
| Subjects: | Manajemen > Manajemen Pemasaran |
| Divisions: | S1 Manajemen |
| Depositing User: | Users 824 not found. |
| Date Deposited: | 10 Dec 2020 02:46 |
| Last Modified: | 10 Dec 2020 02:46 |
| URI: | http://repository.stei.ac.id/id/eprint/2088 |
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