PENGARUH PRODUCT QUALITY, PRICE, DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION
(1) * Chandra Eka Putra Mail (Universitas Esa Unggul, Indonesia)
(2) Yunata Kandhias Akbar Mail (Universitas Esa Unggul, Indonesia)
*corresponding author

Abstract


Penelitian ini bertujuan untuk mengetahui pengaruh product quality, price dan service quality terhadap customer loyalty melalui customer satisfaction generasi Milenial pada produk smartphone Samsung di Jakarta Pusat. Metode penelitian menggunakan pendekatan kuantitatif. Populasi yang di teliti adalah pengguna Smartphone Samsung di Jakarta Pusat. Pengambilan sample dilakukan dengan menggunakan metode purposive non-probability sampling sebanyak135 responden. Software SmartPLS digunakan untuk melakukan analisis data dengan Structural Patrial Least Square Equation Model (SEM-PLS). Hasil penelitian menunjukkan bahwa product quality, price dan service quality berpengaruh positif terhadap customer satisfaction. Selanjutnya customer satisfaction berpengaruh positif terhadap customer loyalty, berikutnya bahwa product quality, price dan service quality yang dimediasi oleh customer satisfaction berpengaruh positif terhadap customer loyalty. Temuan ini menemukan pentingnya product quality, price dan service quality untuk customer satisfaction sehinggameningkatkan customer loyalty. Implikasi penelitian ini menunjukkan bahwa Samsung perlu mempertahankan dan meningkatkan kualitas produk sesuai dengan kebutuhan pelanggan serta terus memperbaiki kualitas layanan untuk meningkatkan kepuasan dan loyalitas pelanggan generasi Milenial.



Keywords


Loyalitas pelanggan, kepuasan pelanggan, kualitas layanan, harga, dan kualitas produk

   

DOI

https://doi.org/10.31604/jips.v13i8.2026.2122-2140 		      

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10.31604/jips.v13i8.2026.2122-2140 Abstract views : 0 | PDF views : 0

   

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