Analisis Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan Sabun Herbal Dengan Kepuasan Pelanggan Sebagai Variabel Pemediasi
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Institusion
Universitas Muhammadiyah Surakarta
Author
Riko Erlangga, Dimas
, Drs. Wiyadi, M.M., Ph.D.
, Drs. Wiyadi, M.M., Ph.D.
Subject
HB Economic Theory
Datestamp
2022-08-10 01:39:39
Abstract :
This study aims to analyze the effect of product quality on customer loyalty for herbal soap with customer satisfaction as a mediating variable. This research is a quantitative research. The population of this research is all buyers and users of herbal soap who live in Solo Raya. The sample used in this study were 100 respondents. The sample selection technique uses purposive sampling where the sample is determined based on certain criteria. The data used is primary data obtained from respondents' answers through questionnaires that have been given through social media in the form of whatsapp in the form of google form. SmartPLS 3.0 is used in research as a data analysis tool. The results of this study indicate that (1) Product Quality has a positive and significant effect on Customer Satisfaction, (2) Customer Satisfaction has a positive and significant influence on Customer Loyalty, (3) Product Quality has a positive and significant influence on Customer Loyalty, (4) Product Quality has an influence on Customer Loyalty with Customer Satisfaction as a mediating variable.
This study aims to analyze the effect of product quality on customer loyalty for herbal soap with customer satisfaction as a mediating variable. This research is a quantitative research. The population of this research is all buyers and users of herbal soap who live in Solo Raya. The sample used in this study were 100 respondents. The sample selection technique uses purposive sampling where the sample is determined based on certain criteria. The data used is primary data obtained from respondents' answers through questionnaires that have been given through social media in the form of whatsapp in the form of google form. SmartPLS 3.0 is used in research as a data analysis tool. The results of this study indicate that (1) Product Quality has a positive and significant effect on Customer Satisfaction, (2) Customer Satisfaction has a positive and significant influence on Customer Loyalty, (3) Product Quality has a positive and significant influence on Customer Loyalty, (4) Product Quality has an influence on Customer Loyalty with Customer Satisfaction as a mediating variable.
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