Putry, Wenny Eka (2026) Pengaruh Kualitas Layanan, Produk, Dan Harga Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi Pada Pelanggan Clarice Beauty Surabaya). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
This study aims to analyze the influence of service quality, product, and price on customer loyalty with customer satisfaction as an intervening variable among Clarice Beauty Surabaya customers. This study employed a quantitative approach with an associative research design. Data were collected through questionnaires distributed to 100 respondents who were Clarice Beauty Surabaya customers and selected using purposive sampling. The data were analyzed using the Partial Least Square (PLS) method with the assistance of SmartPLS to examine the direct and indirect effects among the variables. The results showed that service quality, product, and price had a positive and significant effect on customer satisfaction. Furthermore, service quality, product, and price also had a positive and significant effect on customer loyalty. Customer satisfaction was proven to have a positive and significant effect on customer loyalty and to act as an intervening variable in the relationship between service quality, product, price, and customer loyalty. Price had the most dominant influence on customer satisfaction, with a coefficient of 0.459, while product had the strongest influence on customer loyalty, with a coefficient of 0.327. These findings indicate that improving service quality, product quality, price suitability, and customer satisfaction can be important factors in maintaining and increasing customer loyalty at Clarice Beauty Surabaya. Keywords: service quality, product, price, customer satisfaction, customer loyalty.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5001 Business. Business Administration | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Wenny Eka Putry | ||||||||
| Date Deposited: | 02 Sep 2026 07:36 | ||||||||
| Last Modified: | 02 Sep 2026 07:51 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59836 |
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