Analisis Loyalitas Berbasis Kepuasan PelangganToko UKM Om Jeans Klaten

Upajiwa Dewantara: Jurnal Ekonomi, Bisnis dan Manajemen Daulat Rakyat

Andrias Tri Setya Budi¹ 

[1] Universitas Sarjanawiyata Tamansiswa

关键词: Product quality;    Quality of Service;    Location;    satisfaction and loyalty;   

DOI  :  

学科分类：社会科学、人文和艺术（综合）

来源: Universitas Sarjanawiyata Tamansiswa Yogyakarta

【 摘 要 】

This research aims to know : product quality, service quality, the location, withsatisfaction as intervening variabel toward customer loyalty. The results was bassed : thefirst hypothesis was accepted, so the second hypothesis was accepted, the third hypothesiswas accepted, the fourth hypothesis was rejected, the fifth hypothesis was rejected, the sixthhypothesis was rejected, the seventh hypothesis was accepted, the eight hypothesis wasaccepted so the nineth hypothesis was accepted . to be conculuted : 1) product quality affecttoward customer satisfaction, 2) service quality influence toward customer satisfaction ,3) the location affect toward customer satisfaction , 4) Product quality does not affect thecustomer loyalty , 5) the quality of service did not affect toward customer loyalty , 6)Location not affect toward customer loyalty , 7) Customer Satisfaction affect towardcustomer loyalty , 8) Product quality, quality of service and the location of the simultaneousinfluence toward customer satisfaction , 9) Product quality, quality of service, location andcustomer satisfaction simultaneous effect toward customer loyalty.Key Words : Product quality, Quality of Service, Location, satisfaction and loyalty.

【 授权许可】

CC BY-SA