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All Journal Jurnal Manajemen dan Organisasi EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Equilibrium: Jurnal Ilmiah Ekonomi, Manajemen dan Akuntansi Jurnal Inovasi Bisnis (Inovbiz) JMBI UNSRAT (Jurnal Ilmiah Manajemen Bisnis dan Inovasi Universitas Sam Ratulangi) SEIKO : Journal of Management & Business JURNAL PENDIDIKAN TAMBUSAI EQIEN - JURNAL EKONOMI DAN BISNIS YUME : Journal of Management Jurnal Ilmiah Manajemen dan Bisnis Jurnal Pendidikan dan Konseling Jurnal Ilmiah Edunomika (JIE) International Journal of Economics Development Research (IJEDR) Prosiding National Conference for Community Service Project Community Engagement and Emergence Journal (CEEJ) Management Studies and Entrepreneurship Journal (MSEJ) Enrichment : Journal of Management GANDRUNG: Jurnal Pengabdian Kepada Masyarakat JOURNAL OF BUSINESS AND ECONOMICS RESEARCH (JBE) Jurnal Pengabdian kepada Masyarakat Nusantara ADPEBI International Journal of Business and Social Science Jurnal Perspektif Pembiayaan dan Pembangunan Daerah Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal of Business Studies and Management Review Conference on Management, Business, Innovation, Education and Social Sciences (CoMBInES) Conference on Community Engagement Project (Concept) IIJSE International Journal of Indonesian Business Review Green Inflation: International Journal of Management And Strategic Business Leadership JURNAL MANAJEMEN DAN BISNIS INDONESIA
Suyono Saputra
Universitas Internasional Batam
Aerospace Engineering Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Energy Environmental Science Health Professions Languange, Linguistic, Communication & Media Mathematics Physics Social Sciences Other

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Journal : International Journal of Economics Development Research (IJEDR)

 1 
Analysis of the Impact of Product Quality and Service Quality on Customer Loyalty mediated by Customer Satisfaction on Bubble Tea Drink Brands in Batam Suyono Saputra; Lilis Cinthya
International Journal of Economics Development Research (IJEDR) Vol. 4 No. 5 (2023): International Journal of Economics Development Research (IJEDR)
Publisher : Yayasan Riset dan Pengembangan Intelektual

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37385/ijedr.v5i2.3821

Abstract

This objective of this research is to analyse the impact of product and service quality on customer loyalty with customer satisfaction as mediator for bubble tea drink brands in Batam. The factors used in this research include trust, price, and promotion. The population in this research were all bubble tea drink customers that make direct purchase on some bubble tea brands in Batam. The sample in this research was taken by using purposive sampling technique from non-probability sampling method with a result of 294 respondents. In this research, an online questionnaire was distributed to the citizens of Batam to gather data. The findings indicate that trust, service quality and promotion have a negative effect on customer loyalty. Contrarily, price, customer satisfaction, and product quality have a positive effect on customer loyalty. Furthermore, customer satisfaction plays a positive role in mediating the impact of product and service quality on customer loyalty.
Co-Authors Agustinus Sri Wahyudi Angelyn Angelyn Anggita Wulan Dari Atnan Ari Anderson Azwin Handoko Christella Christella Dadan Umar Daehani Diana Vimalakirit Chow Edric Fortunius Evelyn Loo Ewaldo, Davin Fharis Aditya Kusworo Figo Winnerko Hardi Suandri Hendra Dewantara Hendri Wijaya, Hendri Hendro Hendry Charles Hendy Wiliyan Herman Herman Hernandez, Louis Iveren Monica Jacky, Jacky Jasa, Ryan Harsana Jihan Karisma Josline, Josline Joslyn Volensya June Alvina Kelvin Kelvin Kelvin Yovanka Kezia Yohanna Zai Khesi Khesi Khusnul khotimah Lady Lady Leonard, Rivaldo Lilis Cinthya Lionna, Febby Marheni, Dewi Khornida Maryati Maryati Melissa Melissa Merlin Leona Micel Thai Monica, Iveren Nasyah Amanda Natalia, Via Marselina Nelson Handoko Ng, Cindy Novi Angelina Novi Novi Noviani Noviani Prissilia Angelika Putri Wulandari Rangkuti Putri Wulandari Rangkuti Rachmi, Tio Sania Rahmadhanti Rahmadhanti Ricky Ricky Rico Sinaga Ridhayati Farid Rovina Rovina Rovina, Rovina Sahara, Putri Salsabilla Febriatul Husna Sandy Putra Selina Phang Selina. Ng selli, Selli Setiawan Setiawan Sie Thai Ping STELLA STELLA Tan Wan I Tan, Selina Tang, Sukiantono Tjoa, Kevin Via Marselina Natalia Vivin Mayviana William William Winson Winson Wira Erlangga Pratama Wisnu Yuwono Yulfiswandi, Yulfiswandi Yulianti, Rosa Yuliyanti Zhangrinto, Febbryan