Damayanti, Nabila Yasmin Widyana (2024) Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Pengguna Honda Vario di Sidoarjo). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
A business definitely has competition where it is important to see whether the products and services are successful or not to be able to determine what actions need to be taken to outperform competitors. The hope is that the Honda Vario product can compete with other competitors who have similar products by always increasing sales, so that its position can rise to the top and its position will not be displaced by other brands. Therefore, this research was carried out in order to find out if there is an influence of product quality and service quality on customer loyalty through customer satisfaction among Honda Vario motorbike users in Sidoarjo. The sampling technique used in this research was purposive sampling with a total of 100 respondents. The method used in this research is Partial Least Square (PLS) analysis using SmartPLS 4.0 software. It is known that the results of this research show that 1) product quality has a positive and significant influence on customer satisfaction. 2) service quality has a positive and significant influence on customer loyalty. 3) product quality does not have a positive and insignificant influence on customer loyalty. 4) service quality has a positive and significant influence on customer satisfaction. 5) customer satisfaction has a positive and significant influence on customer loyalty. 6) product quality has a positive and significant influence through customer satisfaction on customer loyalty. 7) service quality has a positive and significant influence through customer satisfaction on customer loyalty. Keywords: Product Quality, Service Quality, Customer Loyalty, Customer Satisfaction, Honda Vario
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Nabila Yasmin Widyana Damayanti Dedy Windyanto Fitri | ||||||||
| Date Deposited: | 26 Apr 2024 08:43 | ||||||||
| Last Modified: | 26 Apr 2024 08:43 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/22307 |
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