Euis, Soliha and Robertus, Basiya and Rochmani, Rochmani and Audelia Dewi, Darmawan THE EFFECT OF PRODUCT QUALITY AND CUSTOMER VALUE ON SATISFACTION AND LOYALTY. Transylvanian Review.
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Abstract
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 > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Faculty / Institution: | Fakultas Ekonomika dan Bisnis > Program Studi Manajemen |
| Depositing User: | Jati Sasongko Wibowo |
| Date Deposited: | 04 Apr 2020 00:03 |
| Last Modified: | 04 Apr 2020 00:03 |
| URI: | https://eprints.unisbank.ac.id/id/eprint/6413 |
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