Authors:

Ni Putu Hani Susanti, I Made Wardana

Abstract:

“ABSTRAK Penelitian ini bertujuan untuk mengetahui pengaruh kualitas produk dan citra merek terhadap kepuasan dan loyalitas pelanggan. Metode analisis yang digunakan adalah analisis jalur dan uji Sobel, dengan purposive sampling ukuran sampel ditetapkan 105 responden. Hasil penelitian menemukan bahwa kualitas produk dan citra merek berpengaruh signifikan terhadap kepuasan dan loyalitas pelanggan, serta kepuasan berpengaruh signifikan terhadap loyalitas pelanggan. Penelitian ini juga menemukan bahwa kepuasan memediasi pengaruh kualitas produk terhadap loyalitas pelanggan dan kepuasan memediasi pengaruh citra merek terhadap loyalitas pelanggan. ABSTRACT This study aims to determine the effect of product quality and brand image on satisfaction and customer loyalty. The method of analysis used was path analysis and Sobel test, the number of samples 105 respondents were determined by purposive sampling. The analysis shows that the quality product and brand image has significant impact on satisfaction and customer loyalty, and satisfaction has significant impact on customer loyalty. This study also showed that satisfaction mediate positive quality product on customer loyality and satisfaction mediate positive brand image on customer loyalty.”

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PDF:

https://jurnal.harianregional.com/manajemen/full-11110

Published

2015-02-14

How To Cite

SUSANTI, Ni Putu Hani; WARDANA, I Made. PENGARUH KUALITAS PRODUK DAN CITRA MEREK TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN PADA PRODUK KOSMETIK HIJAU MEREK THE BODY SHOP.E-Jurnal Manajemen, [S.l.], v. 4, n. 2, feb. 2015. ISSN 2302-8912. Available at: https://jurnal.harianregional.com/manajemen/id-11110. Date accessed: 20 Apr. 2024.

Citation Format

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Issue

Vol 4 No 2 (2015)

Section

Articles

Creative Commons License This work is licensed under a Creative Commons Attribution 4.0 International License