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Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan melalui Kepuasan sebagai Variabel Intervening pada Swalayan Pamella Enam Yogyakarta Ova Pasianus; Any Agus Kana
Cakrawangsa Bisnis: Jurnal Ilmiah Mahasiswa Vol 2, No 2 (2021): Oktober
Publisher : Sekolah Tinggi Ilmu Manajemen YKPN Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35917/cb.v2i2.260

Abstract

Retail business is a business which sells goods and services. This business prioritizes service quality and customer satisfaction to get loyalty from the customer. This study was conducted in PamellaEnam Yogyakarta from December 2019 up to January 2020. This study aimed to analyze the effect of service quality on customer loyalty through customer satisfaction as an intervening variable. Samples were taken with a Non-probability Sampling Method and a Purposive Sampling Technique. The number of the samples is 166 people.All of the 166 people are customers who have made transactions at least three times in Pamela Enam. Secondary data obtained from Government and non-Governmental publications. Primary data were collected using a questionnaire as the instrument. Google form was used as a media to collect the data. All the data, instrument, and results are valid and reliable. The data were analyzed using a path analysis with IBM SPSS 22.00 software with σ= 5%. The Sobel Test was conducted to decide the indirect effect of service quality on customer loyalty through customer satisfaction. The results of the Sobel Test show that customer satisfaction has a significant indirect effect. The results of the path analysis show that: service quality and customer satisfaction have a direct effect on customer loyalty and; service quality has a direct effect on customer satisfaction.
Pengaruh Citra Merek, Harga, dan Kualitas Produk Terhadap Loyalitas Konsumen iPhone pada Mahasiswa YKPN Yogyakarta Brian Putra Bagaskara; Any Agus Kana
Cakrawangsa Bisnis: Jurnal Ilmiah Mahasiswa Vol 2, No 1 (2021): April
Publisher : Sekolah Tinggi Ilmu Manajemen YKPN Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35917/cb.v2i1.233

Abstract

Abstract Research and development in the field of information technology has created an outstanding product that can improve the quality of human life..One type of goods produced is a mobile communication product. Smartphones are one of the most requested items in the Industrial Era 4.0. The high demand for smartphones has prompted several companies to produce them, one of which is Apple Inc. producing iPhones.iPhone is one of the famous smartphone brands among Indonesian students including at Yayasan Keluarga Pahlawan Negara (YKPN) Yogyakarta.This study aims to analyze the influence of brand image, price and product quality on the loyalty of iPhone smartphone consumers to YKPN Yogyakarta students. This research is quantitative research.The data was collected from 102 respondents using questionnaires through Google form.. The results of validity and reliability tests on research instruments are declared valid and reliable.The test results of normality, multicolerity and heteroskedastisity against multiple linear regression models all meet the requirements.The results showed that brand image, price students. Adjusted R2 shows that brand image, price and product quality influenced by 44% on consumer loyalty the remaining 56% was explained by other variables not included in the study.
Co-Authors Brian Putra Bagaskara Ova Pasianus