Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Jurnal Akuntansi dan Pajak
Dyah Ramadhanty
Magister Manajemen UNDIP Semarang
Economics, Econometrics & Finance Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
ANALISIS PENGARUH KUALITAS PELAYANAN DAN KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN (Studi Pada Perumda Air Minum Tirta Moedal Kota Semarang) Dyah Ramadhanty
Jurnal Akuntansi dan Pajak Vol 23, No 2 (2023): JAP : Vol. 23, No. 2, Agustus 2022 - Januari 2023
Publisher : ITB AAS INDONESIA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29040/jap.v23i2.7332

Abstract

The purpose of this study was to examine the effect of service quality and product quality on customer loyalty mediated by customer satisfaction. This research is based on a research gap so that further research is still needed. The population of this study is all customers of the Tirta Moedal Regional Drinking Water Company (PDAM), totaling 180,520 customers as of March 2022. The method of taking respondents uses non-probability sampling with a purposive sampling technique. The research data is in the form of primary data and secondary data. Methods of data collection using questionnaire techniques, interviews and observation. The data analysis technique used in this study is the SEM (Structural Equation Model) method with the help of the Analysis of Moment Structures (AMOS) program. Based on the results of the analysis that has been carried out, the results show that service quality has a positive and significant effect on customer satisfaction, product quality has a positive and significant effect on customer satisfaction, service quality has a positive and significant effect on customer loyalty, product quality has no significant effect on customer loyalty, and satisfaction customers have a positive and significant effect on customer loyalty. The research results are expected to answer the problems formulated in this study. Keywords: service quality; product quality; customer loyalty; customer satisfaction
Co-Authors