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All Journal JURNAL BISNIS STRATEGI Diponegoro Journal of Management
Johanes Sugiarto, Johanes
Jurusan Manajemen Fakultas Ekonomika dan Bisnis Universitas Diponegoro
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Journal : Diponegoro Journal of Management

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ANALISIS PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI INTERVENING (Studi Kasus pada Lunpia Mbak Lien Semarang) Pradhana, Adhika; Sugiarto, Johanes
Diponegoro Journal of Management Volume 4, Nomor 2, Tahun 2015
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

Many businesses today's culinary cause business competition is getting tougher. Therefore, each company is required to be able to make the right business strategy in order not to lose competitiveness, so that customers remain satisfied and can improve the customer loyalty.This study aims to describe the influence of product quality and service quality in influencing customer satisfaction, in order to increase customer loyalty in Lunpia Mbak Lien Semarang.The study was conducted by taking samples using purposive sampling technique, which has ever visited and bought lunpia in Lunpia Mbak Lien Semarang. The collection of data obtained from 150 customers Lunpia Mbak Lien Semarang by questionnaire consisting of open and closed questions.Respondents' answers to open-ended questions were analyzed qualitatively, and answers to the closed questions were analyzed with methods (Structural Equation Modeling) SEM using AMOS program assistance 22 for Windows.The analysis showed that the quality of the product has a positive and significant impact on customer satisfaction with the regression value of 0.30, and the quality of the product has a positive and significant effect on customer loyalty with regression value of 0.24.Quality of service has a positive and significant impact on customer satisfaction with the regression value of 0.58, and the quality of service has a positive and significant effect on customer loyalty with regression value of 0.30.And customer satisfaction has a positive and significant impact on customer loyalty with regression value of 0.32 at Lunpia Mbak Lien Semarang.
MEMBANGUN KEPUASAN KONSUMEN MELALUI KEPUTUSAN PEMBELIAN Magenta, Djanur; Sugiarto, Johanes
Diponegoro Journal of Management Volume 4, Nomor 2, Tahun 2015
Publisher : Faculty of Economics and Business Diponegoro University

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Abstract

This  study  aims  to  determine  how  much  influence  the  product,  price,  location,  andpromotion to the buying decision that can build customer satisfaction in stores Essy's Brownies Semarang. This study uses four independent variables are product, price, location, and promotion, customer satisfaction as the dependent variable and the purchase decision as an intervening variable. The population used in this study is that consumers who had visited the shop Essy's Brownies Semarang. This research method using a non-probability sampling technique with accidental sampling method. Used as a sample of 160 respondents. Data obtained from the questionnaires were then processed and analyzed using multiple regression analysis and analysis of SEM (Structural Equation Modeling) through the AMOS program. The results showed that the product has a positive influence on purchasing decisions; price has a positive influence on purchasing decisions; location  has a positive  influence on purchasing decision; promotion has a positive influence on purchasing decisions; and purchasing decisions have a positive effect on customer satisfaction.
Co-Authors Adhika Pradhana, Adhika Djanur Magenta, Djanur Tiorina M, Mona