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All Journal Saintia Matematika SITEKIN: Jurnal Sains, Teknologi dan Industri Jurnal Sains Matematika dan Statistika Edumatsains Jurnal Ilmiah METHONOMI Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal Masharif al-Syariah: Jurnal Ekonomi dan Perbankan Syariah Desimal: Jurnal Matematika International Journal of Supply Chain Management JOURNAL OF SCIENCE AND SOCIAL RESEARCH MABIS: Manajemen dan Bisnis Jurnal Manajemen dan Bisnis MES: Journal of Mathematics Education and Science Jurnal Ilmiah Manajemen Kesatuan Jurnal Ilmiah Akuntansi Kesatuan Jurnal Penelitian Ekonomi Akuntansi (JENSI) ASSET: Jurnal Manajemen dan Bisnis Journal of Research in Mathematics Trends and Technology Jurnal Ekonomi Bisnis, Manajemen dan Akuntansi (JEBMA) FARABI: Jurnal Matematika dan Pendidikan Matematika Jurnal Manajemen dan Bisnis International Journal of Educational Review, Law And Social Sciences (IJERLAS) International Journal of Economic, Business, Accounting, Agriculture Management and Sharia Administration (IJEBAS) Jurnal Akutansi Manajemen Ekonomi Kewirausahaan (JAMEK) International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) MATHunesa: Jurnal Ilmiah Matematika Journal of Mathematics Technology and Education Journal of Management Analytical and Solution Asian Journal of Management Analytics ARZUSIN: Jurnal Manajemen dan Pendidikan Dasar Return : Study of Management, Economic and Bussines Multiverse: Open Multidisciplinary Journal International Conference on Health Science, Green Economics, Educational Review and Technology (IHERT) Innovative: Journal Of Social Science Research Enrichment: Journal of Multidisciplinary Research and Development Neraca: Jurnal Ekonomi, Manajemen dan Akuntansi Jurnal Arjuna : Publikasi Ilmu Pendidikan, Bahasa dan Matematika Alkhidmah: Jurnal Pengabdian dan Kemitraan Masyarakat Journal of Business Management Neraca Manajemen, Akuntansi, dan Ekonomi Cendikia Pendidikan Journal Business Administration (JBA): Entrepreneurship and Creative Indutry Journal Of Management Analytical and Solution (JoMAS) Algoritma: Jurnal Matematika, Ilmu Pengetahuan Alam, Kebumian dan Angkasa
Parapat Gultom
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Journal : Journal of Management Analytical and Solution

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Impact of Service Quality and Product Quality on Customer Loyalty Through Customer Satisfaction on UMKM in the Field Kota Medan Gultom, Parapat; Utari, Cutserly; Manalu, Mawar Winda
Journal Of Management Analytical and Solution (JoMAS) Vol. 4 No. 2 (2024): Journal Of Management Analytical and Solution
Publisher : TALENTA Publisher, Universitas Sumatera Utara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32734/jomas.v4i2.16578

Abstract

This study aims to determine and analyze the effect of service quality and product quality on customer loyalty through customer satisfaction in MSMEs in Medan City, namely in the coffee shop business. The research method used is a survey with data collection techniques using an online questionnaire which obtained a sample of 100 respondents through judgment sampling. The data in this study were analyzed using SmartPLS software. The results showed that service quality has no significant effect on customer loyalty, product quality has a significant effect on customer loyalty, service quality has a significant effect on customer satisfaction, product quality has a significant effect on customer satisfaction, customer satisfaction has a significant effect on customer loyalty, service quality through customer satisfaction has no significant effect on customer loyalty, product quality through customer satisfaction has a significant effect on customer loyalty.  
Co-Authors Abdul Munif Afryantika Pratiwi Aghni Syahmarani Akbar, Andini Alya Nadhira Nur Ananda Nabilah Faisal Andre Masago Manik Angginun Juwita Sari Anggita Rizki Defiani Hasibuan Apriliza, Yafika Arlina Nurbaity Lubis Arlina Nurbaity Lubis Asima Manurung Azwar, Nurul Azri Azzahra, Firza Bangun, Yohana Beby Karina Fawzeea Sembiring Binsar Nommensen Hasiolan Nababan Br Ginting, Emmita Chairi Indani Br Manalu Deby Nanda Sari Desy Denada Natalia Dian Natari Dwi Nurul Aisyah Eko Syafriadi Elikson Damanik Elisabet Siahaan Elly Rosmaini Elvin Juliani Gulo Endang Sulistya Rini ESM Nababan Esther S. M. Nababan Esther SM Nababan Eunike Al Grea Ezra, Posman Febriani Safitri Felly Ardan Fitria Khairani Ginting, Yoga Gilbert Halasan Sirait Hardiansyah Hardiansyah Hartini Pratiwi Pane Hasibuan, Gamal Ali Akbar Hasibuan, Syarinah Junianti Hulu, Gracelin Nonifati Indah Permata Sembiring Indris Simanungkalit Irmayanti Nasution Iskandar Situmorang Ismail Napitupulu Jean Probosky Ginting Jefri Leo Jonathan Liviera Marpaung Ketaren, Dahlia Rizky Khairunnisa Br Manurung Komarudin Komarudin Kristian, Abel Kurniasari, Rini Lestari, Nanda Loebis, Roma Ayni A. Mahyuddin K.M. Nasution Manalu, Mawar Winda Manulang, Dea Lonita Mardiningsih Mardiningsih Maris Stella Sitorus Marpaung, J.L. Matriadi, Faisal Meifanny Azri Shafira Mey Ramayanti Tinambunan Mhd Diky Setiawan Mhd Reza Irjaldi Hasibuan Miftah Khairani Mindasari, Eva Moudy Fitria Respati Muhammad Romy Syahputra Nababan, Esther Sorta Mauli Najang, Abdullah Nazli Ramadhani Lubis Normalina Napitupulu Novi Yanti Nur Amalia, Syahamah Octavianus, Handy Oka Simatupang Open Darnius paham ginting Paskah Riny Sirait Pratiwi, Annisa Rizki Prihatin Lumbanraja Pujiana, Perli Putra, Ramadhan Diansyah Putri Khairiah Nasution Rahmad Simanjuntak Rahmadhina, Namira Mudrikah Rajagukguk, Angie Maretha Rina Br. Bukit Riris Regita Cahyani Siagian Rita F. Dalimunthe Ritha F Dalimunthe Ritha F Dalimunthe Ritha F. Dalimunthe Ritha F. Dalimunthe Ritha F.Dalimunthe Ritonga , Ewy Lady Christin Robby Oksa Cornely Ronny Sung Roy Mulyadi Mardiyos RS, Yoppy Mairizon Ruslin Chaerul Cora Safira, Moza Saragih, Junawi Hartasi Sarah Madaniah Sartika Ningsih Sartika Ningsih Sawaluddin Sawaluddin Sawaluddin Sawaluddin Sawaluddin, Sawaluddin Sembiring, Erwandi Martinus Sentosa, Ilham Shabrina Tifani Siagian, Riris Regita Cahyani Siahaan, Elisabet Simbolon, Miranda Melania Nathasia Sipayung, Aquinaldo Boyfame R. Sirait, Annisa Hidayati Siregar, Ahir Diana Putri Siregar, Dwi Faradiba Sitepu, Lia Eriska Br Siti Nurhaliza Siti Raha Agoes Salim Sitompul, Weny Grace Situmorang, Theresa Sisilia Sonya Putri Suherwin Suherwin Sukaria Sinulingga Suryati Sitepu Sutarman Sutarman Sutarman Sutarman Suyanto Suyanto Suyanto Syahputra, Muhammad Romi Syahrika Luthfi T Khairunnisa Tambunan, Gilbert Pauly Hamonangan Tarigan, Miska Irani Tata Winda Lesmana Thianujaya, Wendy Thianujaya, Wendy Thianujaya Tulus Utari, Cutserly Weber, Gerhard Wilhelm Wibisono Wibisono Widyasari, Rina Wulandari, Annisa yeni absah Yohanna Yunitha Simangunsong