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All Journal JURMATIS : Jurnal Manajemen Teknologi dan Teknik Industri
Qowiyah Al Zahro, Yayang Qowiyah Al Zahro
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Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering

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Analisis Kausalitas antara Kualitas Produk, Kualitas Pelayanan, dan Loyalitas Pelanggan di PT. FIFGROUP Qowiyah Al Zahro, Yayang Qowiyah Al Zahro; Nurfida, Anita; Fatoni, Fatoni
JURMATIS (Jurnal Manajemen Teknologi dan Teknik Industri) Vol. 6 No. 2 (2024): August
Publisher : Universitas Kadiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30737/jurmatis.v6i2.5812

Abstract

In the digital era, FIFGROUP must meet customer expectations with fast service. This study analyzes the impact of service complaints on customer loyalty using Smart PLS and Fishbone Diagram for identifying key factors. The research employs a quantitative design with a survey approach to assess the impact of product and service quality on Spektra customer loyalty at FIFGROUP. Utilizing a sample of 100 respondents from Kranggan Cibubur, the study gathers in-depth data through questionnaires and observations. The research procedure involves a two-way model to analyze variable relationships, validity, reliability, and mediation effects, with Fishbone Diagram for identifying and prioritizing main problem causes at FIFGROUP. Improvement in product quality (coefficient 0.261; T-statistic 2.902) and service (coefficient 0.206; T-statistic 2.070) at Spektra FIFGROUP significantly enhances customer loyalty. Resource optimization and service digitalization are crucial for long-term effectiveness.
Co-Authors Fatoni, Fatoni Nurfida, Anita