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All Journal Jurnal Siasat Bisnis Devotion: Journal of Research and Community Service
Farida Jasfar, Farida
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Decision Sciences, Operations Research & Management Social Sciences

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Effect Of Product, Distribution And Service Quality on Customer Loyalty Through Customer Satisfaction At Indonesian Marketplace Andri, Primadi; Jasfar, Farida; Kristaung, Robert
Devotion : Journal of Community Service Vol. 3 No. 4 (2022): Devotion : Journal of Community Service
Publisher : Green Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/dev.v3i4.122

Abstract

Since in online business must involve a reliable marketing strategy to be able to compete in cyberspace to satisfie and growing customers’ loyalty when the transaction is done without meeting face to face with prospective customers or see the product in person. The objectives of this research are (1) to analyze the relationship of positive product quality, distribution, service quality, on customer loyalty. And the relationship of positive product quality, distribution and service quality on customer loyalty through customer satisfaction simultaneously; (2) to identify the factors that influence customers to choose a marketplace in Indonesia; (3) to analyze the needs and expectations of early consumers. This research was conducted using a survey method. Data were collected using a questionnaire tool with Structural Equation Modeling (SEM) analysis. The sampling technique used the purposive sampling method by taking 400 respondents from the top five marketplace customers in Indonesia. The results indicate that the number of visits and online transactions in the top five marketplaces in Indonesia has changed from previous research data. There is no significant effect of product quality on customer loyalty. However, after re-testing by removing outlier data, there is a significant positive effect of product quality on loyal customers. There is a significant effect of product quality and service quality on customer satisfaction. There is no significant effect of distribution on customer loyalty and customer satisfaction. In addition, there is a significant effect of service quality and customer satisfaction on customer loyalty.
Kualitas Jasa dan Hubungannya dengan Loyalitas Serta Komitmen Konsumen: Studi pada Pelanggan Salon Kecantikan Farida Jasfar
Jurnal Siasat Bisnis 2005: Edisi Khusus (Pemasaran)
Publisher : Management Development Centre (MDC) Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

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Abstract

The purpose of the study was to determine whether consumer loyalty mediates between service quality and consumer commitment in the beauty salon industry. It was also to determine whether these relationships difference between beauty salon in shopping centers and beauty salon in community residences.A theoretical framework was developed to test the positive relationships among the study constructs. The study utilized service quality developed by Fullerton and Taylor (2000); Parasuraman, Zeithaml and Berry (1994), consumer loyalty developed by Unclesand Laurent (1997); Fullerton and Taylor (2000), and consumer commitment developed by Morgan and Hunt (1994); Fullerton and Taylor (2000).The degree of customer loyalty, commitment, and service quality was measured by using the Likert scale based on 238 valid questionnaire respondents (59,5% from 400 dispersed questionnaires).An analysis of the data revealed two major findings: First; there is a positive relationship between service quality and consumer loyalty, affective commitment, and continuum commitment. Second; consumer loyalty is the mediating variable of the relationship between service quality and consumer commitment both in beauty salons in shopping centers and beauty salons located in community residences. The results of this study have important implications for practicing managers of beauty salons and their understanding of the relationship between service quality, consumer loyalty and consumer commitment.Key words: services quality, loyalty, and commitment.
Kualitas Jasa dan Hubungannya dengan Loyalitas serta Komitmen Konsumen: Studi pada Pelanggan Salon Kecantikan Farida Jasfar
Jurnal Siasat Bisnis Vol. 1 No. 7 (2002)
Publisher : Management Development Centre (MDC) Department of Management, Faculty of Business and Economics Universitas Islam Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar

Abstract

The purpose of the study was to determine whether consumer loyalty mediates between service quality and consumer commitment in the beauty salon industry. It was also to determine whether these relationships difference between beauty salon in shopping centers and beauty salon in community residences.A theoretical framework was developed to test the positive relationships among the study constructs. The study utilized service quality developed by Fullerton and Taylor (2000); Parasuraman, Zeithaml and Berry (1994), consumer loyalty developed by Unclesand Laurent (1997); Fullerton and Taylor (2000), and consumer commitment developed by Morgan and Hunt (1994); Fullerton and Taylor (2000).The degree of customer loyalty, commitment, and service quality was measured by using the Likert scale based on 238 valid questionnaire respondents (59,5% from 400 dispersed questionnaires).An analysis of the data revealed two major findings: First; there is a positive relationship between service quality and consumer loyalty, affective commitment, and continuum commitment. Second; consumer loyalty is the mediating variable of the relationship between service quality and consumer commitment both in beauty salons in shopping centers and beauty salons located in community residences. The results of this study have important implications for practicing managers of beauty salons and their understanding of the relationship between service quality, consumer loyalty and consumer commitment.Key words: services quality, loyalty, and commitment.
Co-Authors Andri, Primadi Robert Kristaung