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All Journal Open Access Indonesia Journal of Social Sciences Indonesian Community Empowerment Journal Open Access Indonesia Journal of Social Sciences Jurnal Pengabdian Masyarakat Gemilang (JPMG) International Journal of Economics (IJEC) Enigma in Education Enigma in Economics Enigma in Law Enigma in Cultural Jurnal Pustaka Cendekia Hukum dan Ilmu Sosial
Hamirul
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Journal : International Journal of Economics (IJEC)

 1 
Analysis of the Effect of Service Quality on Consumer Satisfaction and Loyalty Emeritus G. Bitros; Syahwami; Iswahyu Pranawukir; Mohamad Ghozali; Hamirul
International Journal of Economics (IJEC) Vol. 3 No. 1 (2024): January-June
Publisher : PT Inovasi Pratama Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55299/ijec.v3i1.601

Abstract

This research aims to provide an analysis of the influence of service quality which is correlated with customer satisfaction and loyalty. The influence of customer satisfaction on customer loyalty has a very important role in customer satisfaction and customer loyalty. This research was conducted at Warmindo Maharasa, Yogyakarta which has a population of all Warmindo customers who have visited with a population sample with a total of around 100 respondents. The calculation of the number of indicators will be multiplied by 5 to 10. The data collection process was carried out using a questionnaire method and also a Likert scale as a way of measuring the 21 indicators contained in the 3 research variables. The data analysis technique in this research uses path analysis. The results of this research show that service quality has a positive and significant influence on customer loyalty. Likewise, service quality has a positive and significant role in customer satisfaction. Then customer satisfaction presents a positive and significant element in customer loyalty. The results of this research also show that customer satisfaction influences service quality on customer loyalty.
Analysis of the Effect of Service Quality on Consumer Satisfaction and Loyalty Emeritus G. Bitros; Syahwami; Iswahyu Pranawukir; Mohamad Ghozali; Hamirul
International Journal of Economics (IJEC) Vol. 3 No. 1 (2024): January-June
Publisher : PT Inovasi Pratama Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55299/ijec.v3i1.601

Abstract

This research aims to provide an analysis of the influence of service quality which is correlated with customer satisfaction and loyalty. The influence of customer satisfaction on customer loyalty has a very important role in customer satisfaction and customer loyalty. This research was conducted at Warmindo Maharasa, Yogyakarta which has a population of all Warmindo customers who have visited with a population sample with a total of around 100 respondents. The calculation of the number of indicators will be multiplied by 5 to 10. The data collection process was carried out using a questionnaire method and also a Likert scale as a way of measuring the 21 indicators contained in the 3 research variables. The data analysis technique in this research uses path analysis. The results of this research show that service quality has a positive and significant influence on customer loyalty. Likewise, service quality has a positive and significant role in customer satisfaction. Then customer satisfaction presents a positive and significant element in customer loyalty. The results of this research also show that customer satisfaction influences service quality on customer loyalty.
Co-Authors Abu Bakar Abu Bakar Ariyanto M Ariyanto M. Ariyanto Masnun Astika, Yulia Wiji Burhanuddin Darmawanto Deni handani Donna Ikranova Febrina Emeritus G. Bitros Eva Marlina Feri Antoni H. Burhanuddin Ha Esdhona Haji Muhammad Chotib Hasdani Helva Rahmi Hidayat, Nanang Al HM Chotib Ipik Permana Iswahyu Pranawukir Jesika, Silvia Joko Sunaryo Juniarsih, Delvita Mardansyah . Mardiansyah Marlina, Eva Mohamad Ghozali Mukarto Siswoyo Mukti Diapepin Nova Elsyra Panji Ulum Panji Ulum Sasmita Rusnaini Silvia Jesika Silvia Jessika Syah Amin Albadry Syahwami Tarjo Tarjo Widya Pratiwi Wismar, Teta Z, Zahlimar Zulkifli