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Cahyadi, Willy
Sekolah Tinggi Ilmu Ekonomi Bina Karya
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PENGARUH KUALITAS PELAYANAN, KETERSEDIAAN PRODUK, DAN HARGA TERHADAP LOYALITAS PELANGGAN DI ANGKASA PONSEL Dea Putri Ananda; Susi Yana; Aisyah Siregar; Willy Cahyadi
JOURNAL OF SCIENCE AND SOCIAL RESEARCH Vol. 9 No. 3 (2026): June 2026
Publisher : Smart Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54314/jssr.v9i3.6721

Abstract

Abstract: This study aims to determine the effect of service quality, product availability, and price on customer loyalty. This research uses a quantitative approach with primary data obtained through the distribution of questionnaires to respondents in Tebing Tinggi City. The number of respondents in this study was 68 people. The collected data were analyzed using the Partial Least Squares-Structural Equation Modeling (PLS-SEM) method with the assistance of SmartPLS software. The analysis stages were carried out through the Measurement Model (Outer Model) testing to determine the validity and reliability of the research instruments, as well as the Structural Model (Inner Model) to examine the relationships between latent variables. Hypothesis testing was conducted using the T-Statistic test to determine the partial effects and the F test to determine the simultaneous effects. The results showed that service quality has an effect on customer loyalty. Product availability does not have an effect on customer loyalty. Furthermore, price has an effect on customer loyalty. Simultaneously, service quality, product availability, and price have an effect on customer loyalty. Keywords: Service Quality, Product Availability, Price, Customer Loyalty.   Abstrak: Penelitian ini bertujuan untuk mengetahui pengaruh kualitas pelayanan, ketersediaan produk, dan harga terhadap loyalitas pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan jenis data primer yang diperoleh melalui penyebaran kuesioner kepada responden di Kota Tebing Tinggi. Jumlah responden dalam penelitian ini sebanyak 68 orang. Data yang diperoleh dianalisis menggunakan metode Partial Least Squares-Structural Equation Modeling (PLS-SEM) dengan bantuan perangkat lunak SmartPLS. Tahapan analisis dilakukan melalui pengujian Measurement Model (Outer Model) untuk mengetahui validitas dan reliabilitas instrumen penelitian, serta Structural Model (Inner Model) untuk melihat hubungan antar variabel laten. Pengujian hipotesis dilakukan menggunakan uji T-Statistic untuk mengetahui pengaruh parsial dan uji F untuk mengetahui pengaruh secara simultan. Hasil penelitian menunjukkan bahwa kualitas pelayanan berpengaruh terhadap loyalitas pelanggan. Ketersediaan produk tidak berpengaruh terhadap loyalitas pelanggan. Selanjutnya, harga berpengaruh terhadap loyalitas pelanggan. Secara simultan, kualitas pelayanan, ketersediaan produk, dan harga berpengaruh terhadap loyalitas pelanggan. Kata Kunci: Kualitas Pelayanan, Ketersediaan Produk, Harga, Loyalitas Pelanggan, PLS-SEM.
Co-Authors Adrian Fahrozi Agnes Theresia Hutapea Agus Triyanda Sinaga Aini, Fuji Asih Aisyah Siregar Aisyah Siregar Aisyah Sirgear Alimul Hakim Anastasya Putri Khumaira.S Andika Andiny Andrian Rinaldi Manik Angge Lya Anjudia Samosir Annisa Nurul Hidayah Aprilia Jennifer Lie Ari Andika Augustama Sabam Pasaribu Ayunda Safitri Bagas Afriansyah Dewa Bobby Hartanto Cahyadi, Lukieto Calen Candrasa, Limega Carnelius Ricardo Christin Natalia Sianipar Christinna Chen Cici Puspaningrum Cici Puspaningrum Dayu Sobirin Dea Putri Ananda Dedy Dwi Arseto Dedy Dwi Arseto Deva Afandi Didik Gunawan Didik Gunawan Didik Gunawan Didik Gunawan Dimas Pranaditya Lubis Doran Saragih Dwinov, Tania Elina Maisyarah Etika Sri Mardiandani Fahreza, Abdi Fahrizal Perangin Angin Fatia Amanda Ferawati Artauli Hasibuan Firman Suranta Gladiska Alifia Alfatha Gunawan, Didik Hadi Purwanto Hafiz Fathan lubis Horas Djulius Huswatun Fatimah Hutauruk, Rapat Piter Sony Idzni Syafitri Ika Ramadani Imam Muarif Imelda Mardayanti Ingan Malem Tarigan Irham Lubis Ivana Supi Al Amudi Ivana Supi Al Mudi Ivana Supi Al’amudi Jenny Yulis Sara Azhari Kiki Fitri Yanda Harahap Kurniawati, Tri Ade Leonardo Chen Lija Romauli Hutajulu Mangasi Sinurat Mangasi Sinurat Mangasi Sinurat Marissa Natalia Pardede Masnun Sari Maulana Ridho Pratama Damanik Maya Puspa Rivanita Muhammad Fahrezi Agesi Muhammad Haikal Khadafi Muhammad Ichsan Fauzan Muhammad Ridho Akbar Lubis Muhammad Rizky Panjaitan Muhammad Rizvy Qaswieny Muhammad Sandy Pratama Musparina Muthia Chairunisa Nasution Nur Halimah Nurul Chalijah Rangkuti Nurul Wardah Nurwijayanti Putri Adella Putri Andriani Putri Darmayanti Ode Tanjung Putri Nabila Ningsih Sitorus Rahayu Rahayu Rahayu Rahayu Rahmad Mugi Pramana Rakhmawati Purba Rambe, Nadiva Aura Innaya Ramitha, Aulya Rapat Piter Sony Rapat Piter Sony Richard Berlien Richard Gultom Rika Sartika Rizka Dina Aditya Rizki Ayunda Lestari Rizki Farhan Alfi Alfi Rizki suci Ramadhani Rizki wahyudi Rizki Wulanita Batubara Rosmiati Kristin Rumiris Siahaan Rusmewahni Rusmewahni Rusmewahni Rusmewahni Sari, Rani Puspita Sarwoto Sarwoto Sianipar, Cristin Natalia simanjuntak, ferdinand Sinaga, Eka Mayastika Sinaga, Sahat Sinurat, Mangasi Siregar, Aisyah Sophia Purnama Simanjuntak Susi Yana Suwadi Suwadi Suwita, Alya Syafrizal, Rodi Syahraini Balqis Al-Husna Thesya Amelia Damanik Tri Lestari Winda Kristiyani Br Purba Wisnu Setiazid Sinaga Yenni Arfah Yula Anggi Kristiani Yulia Putri Tio Zery Febriano