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All Journal Journal of Information System, Applied, Management, Accounting and Research Economics and Digital Business Review PRIMA : Portal Riset dan Inovasi Pengabdian Masyarakat Jurnal Ilmiah Manajemen dan Bisnis (JIMBI) Jurnal Ekonomika Dan Bisnis Journal Of Science Education And Management Business Jurnal Penelitian Multidisiplin Bangsa Pesona Nusantara
Sopali, Mardhatila Fitri
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Journal : Economics and Digital Business Review

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The Impact of Product Quality, Social Media Marketing, and Customer Relationship on Customer Loyalty through Customer Satisfaction: A Case Study of Putri Chaniago Furniture Putri, Finola Fiftem Eka; Yulasmi, Yulasmi; Sopali, Mardhatila Fitri
Economics and Digital Business Review Vol. 5 No. 1 (2024): Agustus - January
Publisher : STIE Amkop Makassar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37531/ecotal.v5i1.1131

Abstract

This study examines the influence of product quality, social media marketing, and customer relationship on customer loyalty through customer satisfaction in the context of Putri Chaniago Furniture. The research findings reveal several significant relationships. Firstly, product quality demonstrates a positive and significant impact on customer satisfaction, indicating the importance of delivering high-quality products to enhance customer satisfaction. Secondly, while social media marketing positively affects customer satisfaction, its impact is found to be nonsignificant, suggesting the need for further exploration of social media strategies for improving customer satisfaction. Thirdly, customer relationship exhibits a positive and significant influence on customer satisfaction, highlighting the importance of fostering strong relationships with customers to enhance satisfaction levels. Furthermore, all three factors—product quality, social media marketing, and customer relationship—positively and significantly affect customer loyalty through customer satisfaction, underscoring their collective importance in driving customer loyalty. These findings suggest that companies should prioritize efforts to improve product quality, optimize social media marketing strategies, and strengthen customer relationships to foster customer loyalty. Future research endeavors could explore additional variables and expand the scope of analysis to gain deeper insights into customer loyalty dynamics. Additionally, enhancing sample sizes, utilizing updated data, and broadening the research scope are recommended for ensuring the relevance and accuracy of future studies.
Co-Authors Andayani, Jihan Restu Anjaya, Fanny Agarista Azizi, Putri Bayu Putra Pratama, Bayu Putra Charli, Chintya Ones Desi Permata Sari Dewi, Rindy Citra Ernes, Yudhia Lusiana Lusiana Mendrofa, Valennicia Mulyadi, Olandari N. Nurjanah Nengsih, Neni Sri Wahyuni Putri, Finola Fiftem Eka Saputra, Rizki Ali Sari, Vivi Nila Syofian, Syailla Naura Najmi Yulasmi, Yulasmi