PENGARUH KUALITAS PELAYANAN, PRODUK, DAN DESAIN PRODUK TERHADAP LOYALITAS PELANGGAN MELALUI INTERVENING KEPUASANl

  • Antonius Suselo

Abstract

This study aims: (1) To determine the effect of quality, product and product design on customer
satisfaction; (2) To know affect the quality of service, product, and product design to customer loyalty;
and (3) To know the influence of consumer to customer loyalty. Population in this research is all
consumer of Modena area of Yogyakarta branch with sample 100 people. The technique uses data using
questionnaires. The analysis is a multiple regression analysis and path analysis. Based on the research
result, it can be concluded that: (1) There is a significant positive effect of service quality, product
quality, and product design on satisfaction of Modena product in Yogyakarta branch area (2) there is
significant positive influence of service quality, product quality, product design and satisfaction
customer to customer loyalty on Modena product in branch area of Yogyakarta. (3) There is a significant
positive effect to consumers on customer loyalty of Modena product in Yogyakarta branch area.
Keywords: service quality, product quality, product design, loyalty customers, customer satisfaction.

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Published
2018-05-26
How to Cite
SUSELO, Antonius. PENGARUH KUALITAS PELAYANAN, PRODUK, DAN DESAIN PRODUK TERHADAP LOYALITAS PELANGGAN MELALUI INTERVENING KEPUASANl. UPAJIWA : Jurnal Ekonomi, Bisnis dan Manajemen Daulat Rakyat, [S.l.], v. 2, n. 1, p. 66 - 80, may 2018. ISSN 2579-535X. Available at: <http://jurnalfe.ustjogja.ac.id/index.php/magistermanajemen/article/view/589>. Date accessed: 16 aug. 2018.