Muhammad, Muhammad (2019) PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS PADA PT.INDOMARCO PRISMATAMA (INDOMARET) MELALUI KEPUASAN PELANGGAN. Diploma thesis, STIE MAHARDHIKA.
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Abstract
This research was conducted at PT. Indomarco Prismatama (Indomaret). The method of data collection in this study is a questionnaire filled out by respondents, namely consumers of PT. Indomarco Prismatama (Indomaret). Sampling of 100 respondents in this study used a non-probability technique that is incidental sampling technique. The independent variable in this study consisted of service quality and product quality, the dependent variable was Indomaret customer loyalty while the intervening variable was Indomaret Customer satisfaction. The instrument of data collection uses 2 tests, namely Validity test and Reliability Test. Validity testing carried out through the SPSS program ver. 20.0. These classic assumptions must be tested to meet the use of Path analysis, namely Normality Test, Multicollinearity Test, Heterocedasticity Test, Linearity Test, Path Analysis Test, Path Coefficient Test. This study aims to determine the effect of service quality, product quality, and customer trust on customer loyalty. Where the independent variable consists of variable product quality, service quality variable, and customer trust variable affect customer loyalty as the dependent variable. The results showed that the variable Quality of Service, Product Quality had a significant effect on Satisfaction (Y) as evidenced by a probability value of <0.05, which meant there was a significant effect. And the variable Quality of Service, Product Quality has an effect and the variable of significant Satisfaction on Consumer Loyalty (Z) is evidenced by the probability value <0.05 which means there is a significant effect.
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Product Quality, Loyalty, PT. Indomarco Prismatama (Indomaret), Customer Satisfaction. |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 28 Feb 2020 05:15 |
| Last Modified: | 03 Jan 2023 08:55 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/1381 |
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