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Ihwan Susila
Universitas Muhammadiyah Surakarta
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Journal : JURNAL LENTERA BISNIS

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ANALISIS PENGARUH KUALITAS LAYANAN, KUALITAS PRODUK, DAN HARGA TERHADAP KEPUASAN PELANGGAN Rizky Togelang; Ihwan Susila
JURNAL LENTERA BISNIS Vol. 13 No. 1 (2024): JURNAL LENTERA BISNIS, Januari 2024
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v13i1.1007

Abstract

This study aims to analyze the effect of service quality, product quality, and price on customer satisfaction. This research uses quantitative methods. The population used is all respondents, both men and women who are buyers and customers who have purchased Bluder Bread at Bluder Cokro. The number of samples for this study were 165 respondents. The sampling technique can be classified as non-probability sampling with purposive sampling technique. The data source used in this research is primary data. The data collection technique used is the distribution of questionnaires. The questionnaire was made using a Likert scale format. The data analysis technique used in this research is descriptive analysis and Structural Equation Model (SEM) analysis with Smart Partial Least Square (PLS). The results showed that service quality has a positive effect on customer satisfaction. Product quality has a positive effect on customer satisfaction. Price has a positive effect on customer satisfaction. Keywords: Customer Satisfaction, Price, Product Quality, Service Quality
PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA MANGGALA BEAUTY CLINIC DI KOTA BLORA Dea Ananda; Ihwan Susila
JURNAL LENTERA BISNIS Vol. 13 No. 1 (2024): JURNAL LENTERA BISNIS, Januari 2024
Publisher : POLITEKNIK LP3I JAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34127/jrlab.v13i1.1034

Abstract

The purpose of this study was to analyze the effect of service quality on customer loyalty with customer satisfaction as an intervening variable at Manggala Beauty Clinic in Blora City. This research method is quantitative. The population in this study were all people or customers who had treated and used products from Manggala Beauty Clinic. The number of samples in this study were 160 respondents. The sampling technique is non-probability with purposive sampling. The data used in this study are primary data. The data collection method used in this research is through distributing questionnaires. The data analysis technique used in this research is descriptive analysis and Structural Equation Model (SEM) analysis with Smart Partial Least Square (PLS). The results of this study are that service quality has a positive impact on customer satisfaction. Service quality has a positive impact on customer loyalty. Customer satisfaction has a positive impact on customer loyalty. Customer satisfaction can partially mediate the relationship between service quality and customer loyalty. Keywords: Customer Satisfaction, Service Quality, Customer Loyalty
Co-Authors ., Muhtadi AA Sudharmawan, AA Abdul Mughni Abdullah, Yusuf Ahmad Aflit Nuryulia Praswati Ahmad Rafi Adnanta Aji, Kilau Mustika Bayu Al Hilal Faros Agusta. D Alia, Rizka Rahma Andi, Andi Suhendi Andiyani, Rhavida Anniza Andy Dwi Bayu Bawono Anton A. Setyawan Anton Agus Setyawan Ardika, Nuriza Alivia Arumsari, Septiana Lisa Bambang Setiaji Banna, Muhammad Hasan Al Berliana Anidayati Burhan Efendi Daffa Gilang Rakasiwi Dea Ananda Dian Ardifah Iswari Dimas Adi Nugroho Dyah Ayu Luthfiani Edy Purwo Saputro Elfa Fitria Anabila Em Sutrisna Fahendri, Fitriyana Putri Fahrurrazi, Ridho Ahbib Fatchurrohman Fatchurrohman Fatchurrohman Fatchurrohman, Fatchurrohman Fatma Nur Azizah Fatma Nur Azizah Febricha Sang Dwi Anggha Filzah, Razita Sabrina Fuad Qomaruddin Akbar Galuh Malakiano Gunawan, Angellina Nino Henri D. Wahyudi Heppy Purbasari Herlian Bhara Yanottama Hidayatulloh, Fahmi Imfrianti Augtiah Imronudin Imronudin Irfan Miftahul Fauzi Jati Wakito Kesdu, Nanda Karisma Hadi Kilau Mustika Bayu Aji Kussudyarsana Kussudyarsana Kuswaji Dwi Priyono Lenny Puspita Dewi M. Farid Wajdi Marisa Hargiana Ningrum Moechammad Nasir Muhammad Agung Adi Nugroho Muhammad Farid Wajdi Muhammad Hilmi Firnanda Muhtadi Muhtadi Muhtadi Mutikasari, Aini Dwi Muzakar Isa Nadya Ayu Apritama Nailul Fadhilah Narulita, Desia Irma Niken Wulandari Novi Febrianti Nugraha, Maulana Yusuf Nugroho, SP Nurcahya, Wilma Arum Pramudya Wardhani Pratiwi, Mita Adi Putri, Angelia Sukma Ningrum Afrida Yono Putri, Sherly Oktaviana Rafif Rabbani, Naufal Rakasiwi, Daffa Gilang Rasyid Hidayat Ramadhan Rezki Rahmad Surgawan Rini Kuswati Riza Salma Syari Rizky Adi Patria Rizky Togelang Roni Zakaria Raung Rusdin Rauf S Soepatini Santosa Pradana Putra Setya Negara Sherly Oktaviana Putri Sherly Oktaviana Putri Sidiq Permono Nugroho Silvia Choirun Nissa Sirda, Sirda SP Nugroho Syamsudin Syamsudin syifa, Fadya Al yasha Utama, Siswono Yoga Waaritsa, Abid Khoiril Wahyudi Sutopo Wardhani, Pramudya Wisba Munawir Yusuf Wiyadi Wiyadi Wiyadi Wiyadi Wiyadi Wulandari, Reyza YAN ADITYA PRADANA Yusuf Ahmad Abdullah Zahra Febrianti