Putri, Ajeng Rosiana (2019) PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP LOYALITAS MELALUI KEPUASAN KONSUMEN PADA PENTOL BAKAR KAJIRU DI GRESIK. Diploma thesis, STIE MAHARDHIKA.
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Abstract
This study is entitled The Effect of Product Quality and Service Quality on Consumer Loyalty through Consumer Satisfaction at the Pentol Bakar Kajiru in Gresik. It aims to determine the independent variables of product quality and service quality either directly or through satisfaction with consumer loyalty to the Pentol Bakar Kajiru Gresik. This research is a quantitative descriptive study with an infinite population, the sample is taken using Roscoe's theory 10 x the number of variables so that the sample in this study is 40 respondents. Instrument analysis is validity and reliability, classic assumption test and hypothesis testing using normality test, multicollinearity test, heterokedasticity test path analysis, determination coefficient, and t test. The results showed that: (1) product quality had an effect on consumer satisfaction at the Pentol Bakar Kajiru Gresik with tcount> ttable (0.814> 0.68067) and the probability value of significance (0.000 <0.05). (2) the quality of service has no significant effect on customer satisfaction in Pentol Bakar Kajiru Gresik with tcount <ttable (0.121 <0.68067) and significance probability value (0.380> 0.05). (3) consumer satisfaction has no significant effect on consumer loyalty in Pentol Bakar Kajiru Gresik with tcount <ttable (0.675 <0.68067) and significance probability value (0.504> 0.05). (4) the quality of the product has a significant effect on consumer loyalty in Pentol Bakar Kajiru Gresik with tcount> ttable (5.191> 0.68067) and the probability value of significance (0.000 <0.05). (5) the quality of service has no significant effect on consumer loyalty in Pentol Bakar Kajiru Gresik with tcount> ttable (0.038 <0.68067) and significance probability value (0.970> 0.05). (6) the product quality has a significant effect on consumer loyalty in Pentol Bakar Kajiru Gresik through consumer satisfaction with tcount> ttable (3.192> 0.68067) and the probability value of significance (0.003 <0.05). (7) the quality of service has no significant effect on consumer loyalty in Pentol Bakar Kajiru Gresik through customer satisfaction with a tcount <ttable (-0.061 <0.68067) and a probability value of significance (0.952> 0.05).
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Product Quality, Service Quality, Consumer Satisfaction, Consumer Loyalty |
| Subjects: | Manajemen |
| Divisions: | S1 Manajemen |
| Depositing User: | Unnamed user with email lib.stiemahardhika@gmail.com |
| Date Deposited: | 02 Mar 2020 04:32 |
| Last Modified: | 04 Jan 2023 01:48 |
| URI: | http://repository.stiemahardhika.ac.id/id/eprint/1403 |
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