PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING (StudiPadaPelanggan Air Minum Dalam Kemasan Merk AQUA di Kota Malang)
| Main Author: | Suganda, Lilis |
|---|---|
| Format: | Thesis NonPeerReviewed Book |
| Bahasa: | eng |
| Terbitan: |
, 2018
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| Subjects: | |
| Online Access: |
http://eprints.umm.ac.id/42371/1/PENDAHULUAN.pdf http://eprints.umm.ac.id/42371/2/Bab%20I.pdf http://eprints.umm.ac.id/42371/3/BAB%20II.pdf http://eprints.umm.ac.id/42371/4/BAB%20III.pdf http://eprints.umm.ac.id/42371/5/BAB%20IV.pdf http://eprints.umm.ac.id/42371/6/BAB%20V.pdf http://eprints.umm.ac.id/42371/7/LAMPIRAN.pdf http://eprints.umm.ac.id/42371/ |
Daftar Isi:
- The purpose of this study is to improve product quality on customer loyalty through customers as an intervention.The first hypothesis is to test whether quality affects customer satisfaction. The second hypothesis is to test whether product quality has an effect on customer loyalty and the third hypothesis is to test whether customer satisfaction affects customer loyalty.This research is a causal research, cause and effect with survey method. The population of this research is drinking water customers in Aqua Brand packaging in Malang City. By using purposive sampling, a sample of 100 respondents was obtained. the analysis model used is multiple linear regression analysis.The results of this study indicate that Product Quality and Customer Satisfaction have a positive and significant effect on customer loyalty mediated by drinking water customer satisfaction variables in the packaging of AQUA brand in Kec Dau Malang City. Which means customer satisfaction becomes an intervening variable between product quality and customer loyalty.