Universitas Stikubank (Unisbank) Semarang Repository

THE EFFECT OF PRODUCT QUALITY AND CUSTOMER VALUE ON SATISFACTION AND LOYALTY

Euis, Soliha and Robertus, Basiya and Rochmani, Rochmani and Audelia Dewi, Darmawan and Udin, Udin THE EFFECT OF PRODUCT QUALITY AND CUSTOMER VALUE ON SATISFACTION AND LOYALTY. Transylvanian Review.

[img] PDF
Download (3MB)

Abstract

Aim: This study aims to analyze the effect of product quality and customer value on satisfaction and loyalty. Materials and methods: The population used in this study is adult customers who have consumed generic drugs in Semarang City - Indonesia. The questionnaires used are answered by 147 customers who had made a purchase transaction. Results: The results of the study indicate that product quality has a positive and significant effect on customer value, satisfaction, and loyalty. Customer value has a positive and significant effect on satisfaction but not on customer loyalty. Customer satisfaction has a positive and significant effect on customer loyalty. Conclusion: Mediation test result reveals that customer satisfaction mediates the relationship between customer value and customer loyalty.

Item Type: Article
Subjects: H Social Sciences > HB Economic Theory
Faculty / Institution: Fakultas Ekonomika dan Bisnis > Program Studi Manajemen
Depositing User: Euis Soliha
Date Deposited: 16 Oct 2019 20:19
Last Modified: 16 Oct 2019 20:19
URI: http://eprints.unisbank.ac.id/id/eprint/5409

Actions (login required)

View Item View Item