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All Journal Riwayat: Educational Journal of History and Humanities
Rojikin, Muhammad Ainur
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Humanities Education Social Sciences

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Pengaruh Product Quality dan Service Quality Terhadap Customer Loyalty Melalui Customer Satisfaction Sebagai Variabel Mediasi (Studi Pada Pelanggan Mie Gacoan di Kota Semarang) Rojikin, Muhammad Ainur; Febriatmoko, Bogy
Riwayat: Educational Journal of History and Humanities Vol 8, No 3 (2025): July, Social Studies, Educational Research and Humanities Research.
Publisher : Universitas Syiah Kuala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24815/jr.v8i3.47866

Abstract

This study aims to analyze the effect of product quality and service quality on customer loyalty of Mie Gacoan in Semarang through customer satisfaction as a mediating variable. A quantitative method was used with an explanatory approach, involving 140 respondents selected through purposive sampling. Data were collected using online questionnaires and analyzed using PLS-SEM with SmartPLS 4.0. The results showed that product quality and service quality had a significant effect on customer loyalty, both directly and indirectly through customer satisfaction as a mediating variable. These findings highlight the importance of maintaining consistent product standards and improving service responsiveness to enhance customer satisfaction and strengthen customer loyalty
Co-Authors Bogy Febriatmoko