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PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Studi Pada Pelanggan Produk Body Mist The Body Shop di Mall Olympic Garden Malang)

Wardani, Sofiana Sukma (2018) PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL MEDIASI (Studi Pada Pelanggan Produk Body Mist The Body Shop di Mall Olympic Garden Malang). Bachelors Degree (S1) thesis, University of Muhammadiyah Malang.

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Abstract

The purpose of this study was to examine the effect of product quality on customer loyalty with customer statisfaction as a mediation vaiabel on Body Mist The Body Shop at store Mall Olympic Garden Malang. The variables included in this study consist of independent variables (product quality), dependent variable (customer loyalty), and mediatin variable (customer satisfaction). This study uses multiple regression analysis with mediation on 150 respondents who have been determined using purposive sampling technique as a method of sampling by using questionaires to collect data. The test result showed that product quality had positive and significant effect to customers satisfaction, customer satisfaction had positive an significant impact to customer loyalty, and product quality had positive and significant effect to customers loyalty with customer satisfaction as mediation variabel.

Item Type: Thesis (Bachelors Degree (S1))
Student ID: 201410160311504
Keywords: product quality, customer satisfaction, customer loyalty
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Economics > Department of Management (61201)
Depositing User: Retno Widiyastuti Ika Wijaya
Date Deposited: 21 Nov 2018 01:40
Last Modified: 21 Nov 2018 01:40
URI : http://eprints.umm.ac.id/id/eprint/40427

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