UMM Institutional Repository

ANALISIS KUALITAS PRODUK, KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Studi Pada Pelanggan Perusahaan Burger Buto)

Bahesty, Muhammad Aly Rofi'i Irvan (2019) ANALISIS KUALITAS PRODUK, KEPUASAN PELANGGAN DAN LOYALITAS PELANGGAN (Studi Pada Pelanggan Perusahaan Burger Buto). Undergraduate (S1) thesis, University of Muhammadiyah Malang.

[img] Text
Lampiran 1.pdf
Restricted to Registered users only

Download (441kB) | Request a copy
[img] Text
Lampiran 2.pdf
Restricted to Registered users only

Download (372kB) | Request a copy
[img]
Preview
Text
PENDAHULUAN.pdf

Download (1MB) | Preview
[img]
Preview
Text
BAB I.pdf

Download (281kB) | Preview
[img]
Preview
Text
BAB II.pdf

Download (290kB) | Preview
[img]
Preview
Text
BAB III.pdf

Download (236kB) | Preview
[img] Text
BAB IV.pdf
Restricted to Registered users only

Download (564kB) | Request a copy
[img] Text
BAB V.pdf
Restricted to Registered users only

Download (123kB) | Request a copy

Abstract

The many needs and market competition make customers have increasingly diverse tastes, companies are required to always improve innovation and be sensitive to changes and market desires, so that companies are able to provide a degree of satisfaction that meets the expectations of customers. The objectives in this study are: One, To test the product quality affects customer satisfaction. two, To test product quality affects customer loyalty. Three, To test customer satisfaction affects customer loyalty. Four, to test inluence the product quality to costumer loyalty that mediated by costumer satisfaction. The method used in this study is quantitative because many qualitative research approaches are required to reveal numbers, starting from data collection, interpretation of the data, and the appearance of the results. The results show that One, Product quality has a significant positive effect on customer satisfaction. Two, Product quality has a significant positive effect on loyalty. In the object under study, the quality of products to serve customers has been carried out optimally. Three, Customer satisfaction has a significant positive effect on loyalty. In the object under study, the quality of products to serve customers has been carried out optimally. Four, Mediation has no significant positive effect on loyalty. This indicates that the higher the level of mediation, it will not be followed by higher customer loyalty.

Item Type: Thesis (Undergraduate (S1))
Student ID: 201610160312427
Thesis Advisors: Dicky wisnu.UR, Rohmat Dwi Jadmiko
Keywords: Product Quality, Customer Satisfaction and Customer Loyalty
Subjects: H Social Sciences > HB Economic Theory
H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Postgraduate > Master of Management (61101)
Depositing User: 201610160312427
Date Deposited: 26 Nov 2019 10:06
Last Modified: 26 Nov 2019 10:06
URI : http://eprints.umm.ac.id/id/eprint/57160

Actions (login required)

View Item View Item
UMM Official

© 2008 UMM Library. All Rights Reserved.
Jl. Raya Tlogomas No 246 Malang East Java Indonesia - Phone +62341464318 ext. 150, 151 - Fax +62341464101
E-Mail : infopus[at]umm.ac.id - Website : http://lib.umm.ac.id - Online Catalog : http://laser.umm.ac.id - Repository : http://eprints.umm.ac.id

Web Analytics

UMM Institutional Repository is powered by :
EPrints Logo