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Jason Augustia
Sekolah Tinggi Pariwisata Trisakti
Computer Science & IT Economics, Econometrics & Finance Languange, Linguistic, Communication & Media

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The Impact of Product Quality and Customer Satisfaction on Customer Loyalty of Pempek 888 Taman Kenten Palembang Jason Augustia; Tri Djoko; Husnan Nurjuman; Dinda Permatasari
Jurnal Mantik Vol. 6 No. 1 (2022): May: Manajemen, Teknologi Informatika dan Komunikasi (Mantik)
Publisher : Institute of Computer Science (IOCS)

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Abstract

This study was conducted to determine the effect of product quality (X1) and customer satisfaction (X2) on customer loyalty (Y) Pempek 888 Restaurant Taman Kenten Palembang. This study uses a descriptive qualitative method with a sample of 98 respondents and consists of 32 statements calculated using SPSS ver.25. The results showed Product Quality with a mean of 3.70 in the very good category, Customer Satisfaction with a mean of 3.72 in the very good category, and Customer Loyalty with a mean of 3.54 in the very good category. Product Quality has a low relationship with Customer Loyalty. Customer Satisfaction has a low relationship with Customer Loyalty. Product Quality (X1) has an influence on Customer Loyalty (Y) by 15.6% and the remaining 84.4% is influenced by other factors not examined in this study. Customer Satisfaction (X2) has an effect on Customer Loyalty (Y) of 12.9% and the remaining 87.1% is influenced by other factors not examined in this study. Product Quality and Customer Satisfaction together affect Customer Loyalty.
Co-Authors Dinda Permatasari Husnan Nurjuman Tri Djoko