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All Journal Jurnal Ekonomi, Manajemen Akuntansi dan Perpajakan (Jemap)
Satya Tripayana
Fakultas Ekonomika dan Humaniora, Universitas Dhyana Pura Bali
Economics, Econometrics & Finance

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Kualitas Produk, Pelayanan, dan Loyalitas Pelanggan Dimana Kepuasan Sebagai Variabel Intervening pada UKM Start Up Pariwisata Kombuchi Brewing Co, Bali Satya Tripayana; Jaya Pramono
JEMAP Vol 2, No 2: Oktober 2019
Publisher : Universitas Katolik Soegijapranata, Semarang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (160.244 KB) | DOI: 10.24167/jemap.v2i2.2266

Abstract

Research on start-up SMEs in tourism is still very rare. This study explains the effect of product quality and service quality on customer loyalty through customer satisfaction as an intervening variable on 'Kombuchi Brewing Co' as start up company for SMEs in tourism. Survey was conducted by using questionnaires to 120 respondents. Data were analyzed using Path Analysis and Sobel Test. The conclusion of this study stated that product quality and service quality had a positive and significant effect on customer satisfaction. On the other side, product quality and service quality had indirect and significant effect on loyalty through customer satisfaction.
Co-Authors Jaya Pramono