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All Journal JURNAL ECONOMIA Bulletin of Electrical Engineering and Informatics SITEKIN: Jurnal Sains, Teknologi dan Industri Jurnal Ilmiah Rekayasa dan Manajemen Sistem Informasi Journal of Economic, Bussines and Accounting (COSTING) JURNAL TEKNIK INFORMATIKA DAN SISTEM INFORMASI INTECOMS: Journal of Information Technology and Computer Science Journal of Educational Research and Evaluation Comment: an International Journal of Community Development JURIKOM (Jurnal Riset Komputer) Procuratio : Jurnal Ilmiah Manajemen Journal of Applied Engineering and Technological Science (JAETS) International Journal of Economics Development Research (IJEDR) Community Engagement and Emergence Journal (CEEJ) Management Studies and Entrepreneurship Journal (MSEJ) Indonesian Journal of Electrical Engineering and Computer Science JOURNAL OF INFORMATION SYSTEM RESEARCH (JOSH) Computer Science and Information Technologies Jurnal Teknik Informatika (JUTIF) ARSY : Jurnal Aplikasi Riset kepada Masyarakat Prosiding Seminar Nasional Teknologi Informasi dan Bisnis Jurnal Pendidikan Islam Jurnal Penelitian Pendidikan Indonesia Jurnal Testing dan Implementasi Sistem Informasi
Muhammad Luthfi Hamzah
Universitas Islam Negeri Sultan Syarif Kasim Riau
Religion Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Environmental Science Health Professions Industrial & Manufacturing Engineering Mechanical Engineering Physics Public Health Social Sciences Other

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Journal : JURNAL ECONOMIA

 1 
Product Quality and After-Sales Service in Improving Customer Satisfaction and Loyalty Astri Ayu Purwati; Tomy Fitrio; Frank Ben; Muhammad Luthfi Hamzah
Jurnal Economia Vol 16, No 2: October 2020
Publisher : Faculty of Economics Universitas Negeri Yogyakarta in collaboration with the Institute for

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (104.577 KB) | DOI: 10.21831/economia.v16i2.31521

Abstract

Abstract: In this globalization era, companies are always required to show excellent performance and be able to adapt in changes and current business competitiveness. The aim of this research was to analyzed the effect of product quality and after-sales service on customer satisfaction and loyalty in one of distributor companies in Pekanbaru Riau namely PT Oscarmas Pekanbaru. The sampling technique used in this study was probability sampling with the total of 82 customers as respondents. Data analysis technique was Structural Equation Model (SEM) using Smart PLS. The results of this research showed that the product quality had no significant effect on customer satisfaction but had significant effect on customer loyalty, after-sales services had significant effect on both customer satisfaction and customer loyalty and satisfaction had no effect on customer loyalty. Thus, study proved that between product quality and after-sales service had no indirect effect on customer loyalty through satisfaction.Keywords: product quality, after-sales service, customer satisfaction, customer loyalty Kualitas Produk dan Layanan Purna Jual dalam Meningkatkan Kepuasan dan Loyalitas PelangganAbstrak: Di era globalisasi ini, perusahaan selalu dituntut untuk menunjukkan kinerja yang sangat baik dan mampu beradaptasi dalam perubahan dan daya saing bisnis saat ini. Tujuan dari penelitian ini adalah untuk menganalisis dampak kualitas produk dan layanan purna jual terhadap kepuasan dan loyalitas pelanggan di salah satu perusahaan distributor di Pekanbaru Riau yaitu PT Oscarmas Pekanbaru. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah probability sampling dengan total 82 pelanggan sebagai responden. Teknik analisis data adalah Structural Equation Model (SEM) menggunakan Smart PLS. Hasil penelitian ini menunjukkan bahwa kualitas produk tidak memiliki pengaruh signifikan terhadap kepuasan pelanggan tetapi memiliki pengaruh signifikan terhadap loyalitas pelanggan, setelah layanan penjualan memiliki pengaruh signifikan terhadap kepuasan pelanggan dan loyalitas pelanggan dan kepuasan tidak berpengaruh pada loyalitas pelanggan. Dengan demikian penelitian membuktikan bahwa antara kualitas produk dan layanan purna jual tidak memiliki efek tidak langsung pada loyalitas pelanggan melalui kepuasan.Kata kunci: kualitas produk, layanan purna jual, kepuasan pelanggan, loyalitas pelanggan
Co-Authors Agus Syaifullah Al Khowarizmi Alfi Syahri Alji Ridwan Syah Alam Amelia Melati Putri Amiruddin M Amin Amirudin M. Amin Amri Darwis Anisya Caty Praniffa Annisa Dahlia Anofrizen Anofrizen Anofrizen Anofrizen Ansharullah Ansharullah Arif Marsal Arif Marsal Arif Marsal Arta Utama Astri Ayu Purwati Astri Ayu Purwati Astri Ayu Purwati Astri Ayu Purwati Astri Ayu Purwati Astri Ayu Purwati Bagas Susilo Celvin Angkasa Damar Wulan Dasri Surya Hamdani Dedi Purnomo Della Oktoriani Desnelita, Yenny Dwi Erlangga Eki Saputra Eki Saputra Elzy Novianti Ermina Rusilawati Ermina Rusilawati Ermina Rusilawati Esa Ilham Ratullah Fandi Rahmat Halim Farenc Libara Fauzan Luthfi Yaumul Adha Febdwi Suryani Febdwi Suryani Febi Nur Salisah fitara nisa Fitriani Sandes Frank Ben Gabriel Ardi Hutagalung Gathot Hanyokro Kusuma Hafiz Zikra Hamzah Hamzah Hanafiah, Anggi Haswir Haswir Hendri Sayuti Hertina Hertina Idria Maita Indika Herni Irgie Rachmat Fachrezi Irohito Nozomi Jansaris Othneil Purba Lia Willyana Lovi Anisa Hultari Lubis, Arif Ridho M Afdal M. Fahli Zatrahadi M. Hayatul Fikri M. Ripaldo Pratama Megawati Megawati Megawati Megawati Megawati Megawati Michael Fernando Miftahur Rahman Mimelientesa Irman Mochammad Adhitya Pabottingi Mona Fronita Muhammad Dio Revansa Muhammad Donny Irwansyah Muhammad Fadli Ansyari Muhammad Isnaini Hadiyul Umam Muhammad Jazman Muhammad Jazman Muhammad Luthfi Hamzah Muhammad Nurwahid Muhammad Rezky Fadillah Muhammad Rizki Muhammad Zacky Raditya Muharman Lubis Mulyono Mulyono Nabila Putri Nanda Try Luchia Nazaruddin Nazaruddin Nova Idriani R Nurul Shahira Nyoto Prayudani, Santi Preti Sinta Putri Khairani Putri Nuraini Qhoiril Aldi Giansyah Rachell Aprinastya Rahmad Kurniawan Rahmat Al Ghani Razanul Al Kiramy Reginus Fedlis Malau Riskina Saputri Riyo Saputra Rizky Ariansyah Runi Aulia Putri Sarbaini Sarbaini Sarli Rahman Shalfa Vernia Shukri Ahmad Silvia Sari Sitompul Siti Rohimah Suri Wulandari Sutoyo Sutoyo Syaifullah Syaifullah Syaifullah Syaifullah Tata Ayunita Pertiwi Tengku Khairil Ahsyar Tengku Khairil Ahsyar Tika Mutia Tomy Fitrio Tri Purnama Sari Umar Dani Umi Fariha Wildani Putri Wulan Syaulia Safitri yahfizham, yahfizham - Yendra, Rado Yudi Waliyuddin Yusrizal Yusti, Irwan Yuyun Yusnida Lase Zarnelly Zarnelly Zetri Rahmat Zulfadli Hamzah