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All Journal Jurnal Maneksi (Management Ekonomi Dan Akuntansi)
Ariati Anomsari
Universitas Dian Nuswantoro
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Kualitas Pelayanan, Kualitas Produk, Dan Harga Terhadap Loyalitas Pelanggan “Ada Swalayan” Siliwangi Semarang Melalui Kepuasan Konsumen Sebagai Variabel Intervening Dava Tri Agutama Bachtiar; Ariati Anomsari; Amalia Nur Chasanah; Ida Farida
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 13 No. 4 (2024): Desember
Publisher : Politeknik Negeri Ambon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31959/jm.v13i4.2796

Abstract

This research uses a quantitative explanatory survey approach, by distributing questionnaires as a data collection technique. The sampling method used in this research is purposive sampling using the Cochran formula for sampling because the population size is too large and unknown. The research sample consisted of 100 respondents who were consumers of "ADA Supermarket" Siliwangi Semarang. The data analysis technique used is Smart PLS software version 4. The research results show that Service Quality has been proven to have a positive and significant effect on Consumer Satisfaction and customer loyalty. On the other hand, product quality and price do not have a significant effect on consumer satisfaction and customer loyalty. Service Quality can mediate the influence of Customer Loyalty on Consumer Satisfaction, but cannot mediate the influence of Product Quality and Price on Consumer Satisfaction. Keyword: Service Quality, Product Quality, Price, Customer Loyalty, Consumer Satisfaction
Customer Satisfaction Sebagai Variabel Moderasi Hubungan Customer Experience Dan Customer Value Terhadap Customer Loyalty Pada Produk Parfum Saff & Co Di Tiktok Shop Rigel Rizky Dwi Nugroho; Ariati Anomsari; Raden Ayu Aminah Rizkia Puspita Sari; Ida Farida
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 14 No. 1 (2025): Maret
Publisher : Politeknik Negeri Ambon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31959/jm.v14i1.2823

Abstract

This study aims to evaluate the influence of customer experience and customer value on customer loyalty, with customer satisfaction as a mediating variable. The research employs a quantitative explanatory survey approach by distributing questionnaires as the data collection technique. The sampling method used is purposive sampling, applying Hair's formula, resulting in a sample of 120 respondents, including consumers of Saff&Co perfume products on TikTok Shop. Data analysis is conducted using Smart PLS software version 4. The results indicate that customer experience has a positive and significant effect on customer loyalty, and customer loyalty positively and significantly influences customer satisfaction. Additionally, customer satisfaction mediates the relationship between customer experience, customer value, and customer loyalty. However, customer value does not significantly affect customer loyalty, nor do customer experience and customer value significantly influence customer satisfaction
Co-Authors Chasanah, Amalia Nur Dava Tri Agutama Bachtiar Ida Farida Raden Ayu Aminah Rizkia Puspita Sari Rigel Rizky Dwi Nugroho