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All Journal JAM : Jurnal Aplikasi Manajemen Adbis : Jurnal Administrasi dan Bisnis Jurnal Pengabdian Polinema Kepada Masyarakat Jurnal Pengabdian Kepada Masyarakat (J-ABDIMAS) Jurnal Akuntansi Bisnis dan Humaniora Jurnal Pengabdian Kepada Masyarakat
Rizky Kurniawan Murtiyanto
Jurusan Administrasi Niaga, Politeknik Negeri Malang
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Journal : JAM : Jurnal Aplikasi Manajemen

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Pengaruh Kualitas Produk dan Layanan terhadap Kepuasan dan Loyalitas Konsumen Pada Pengembang PT Araya Bumi Megah Malang Rizky Kurniawan Murtiyanto; Fatchur Rochman; Christin Susilowati
Jurnal Aplikasi Manajemen Vol 12, No 1 (2014)
Publisher : Jurusan Manajemen Fakultas Ekonomi dan Bisnis Universitas Brawijaya

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Abstract

Abstract: The study is to examine and analyze the effect of product quality and service quality to customer satisfaction, examine and analyze the effect of product quality and service quality to customer loyalty on developer PT. Araya Bumi Megah Malang. Research study conducted including an explanation (explanatory research) that explain the causal relationship between variables through the course of a study testing the hypothesis of this study used a sample of 34 respondents, while sampling technique using purposive sampling. Data analysis is the analysis of PLS (Partial Least System). The results of this study were (1) product quality have a significant influence to customer satisfaction (2) service quality has a significant influence to customer satisfaction (3) product quality has a significant influence to consumer loyalty (4) service quality has a significant influence to customer loyalty (5 ) consumer satisfaction has a significant influence to consumer loyalty (6) product quality has a significant effect to customer loyalty when through customer satisfaction (7) service quality has a significant influence on customer loyalty when through customer satisfaction.   Keywords: quality products, quality service, satisfaction, loyalty.
Co-Authors Abdul Waris Afandi, Yosi Christin Susilowati DWI SURYANTO Eko Boedhi Santoso Erlangga Andi Sukma Fatchur Rochman LINA BUDIARTI Moh. Charits Mohamad Rafi Musthofa Hadi Nilawati Fiernaningsih Radhia Jatu Noviarsita Sakti Rena Feri Rena Feri Wijayanti Shinta Maharani Trivena Suselo Utoyo Tatiana Kristianingsih Tri Yulistyawati Evelina Umi Khabibah