Pengaruh Kualitas Produk Terhadap Tingkat Kepuasan Dan Tingkat Loyalitas Penghuni Rumah-(Studi Pada Kawasan Hunian Bintaro Yang Dikelola PT. Jaya Real Property, Tbk
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Institusion
STIE Indonesia Banking School
Author
Riandika, Zeki Zulfikar
Subject
HD28 Management. Industrial Management
Datestamp
2020-08-24 02:35:35
Abstract :
The researcher is highly interested in many different opinions among same experts about the influence of product quality and customer satisfaction in establishing customer loyalty. Thus, the aims of the researcher is to test the influence of product quality in establishing customer loyalty, and to test the influence of interaction of product quality and customer satisfaction in establishing the customer loyalty with customer satisfaction as an intervening variable. This research is categorized as survey research with descriptive analysis method by taking sample from population and using questionnaire as the main data. The population in this research is all customers of PT Jaya Real Property Tbk in Bintaro. The respondents are chosen by using non probabilitas sampling and purposive sampling techniques.. The results of analysis using Structural Equation Modeling (SEM) model are: (1) there are no significant influences between product quality toward customer loyality . (2) Product quality has positive and significant influence on customer satisfaction. (3) customer satisfaction has positive and significant influence on customer satisfaction. Keywords : product quality, customer satisfaction, customer loyalty.
The researcher is highly interested in many different opinions among same experts about the influence of product quality and customer satisfaction in establishing customer loyalty. Thus, the aims of the researcher is to test the influence of product quality in establishing customer loyalty, and to test the influence of interaction of product quality and customer satisfaction in establishing the customer loyalty with customer satisfaction as an intervening variable. This research is categorized as survey research with descriptive analysis method by taking sample from population and using questionnaire as the main data. The population in this research is all customers of PT Jaya Real Property Tbk in Bintaro. The respondents are chosen by using non probabilitas sampling and purposive sampling techniques.. The results of analysis using Structural Equation Modeling (SEM) model are: (1) there are no significant influences between product quality toward customer loyality . (2) Product quality has positive and significant influence on customer satisfaction. (3) customer satisfaction has positive and significant influence on customer satisfaction. Keywords : product quality, customer satisfaction, customer loyalty.
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