International Journal of Social Science
Vol. 1 No. 2: August 2021

PRODUCT QUALITY AND CUSTOMER SATISFACTION AND THEIR EFFECT ON CONSUMER LOYALTY

Ernest Grace (Sekolah Tinggi Ilmu Ekonomi Sultan Agung)
Rosita Manawari Girsang (Fakultas Ekonomi/ Universitas Simalungun)
Sudung Simatupang (Sekolah Tinggi Ilmu Ekonomi Sultan Agung)
Vivi Candra (Sekolah Tinggi Ilmu Ekonomi Sultan Agung)
Novelyn Sidabutar (Sekolah Tinggi Ilmu Ekonomi Sultan Agung)



Article Info

Publish Date
03 Aug 2021

Abstract

The results of this study are to see whether the influence of product quality and customer satisfaction on consumer loyalty is found at Mandiri Jaya Mobil Pematangsiantar whose business is engaged in buying and selling new and used cars, with a total of 130 consumers and using validity, reliability, normality test, and analysis instruments. the coefficient of determination, as well as simple and multiple regression equations as well as the t hypothesis test and F test. Then a conclusion is generated that for the partial hypothesis answer it is found that the influence of product quality variables has a positive and significant effect on consumer loyalty then consumer satisfaction has a positive and significant effect on consumer loyalty and for the simultaneous test to produce answers to the hypothesis that simultaneously there is a positive and significant influence on product quality and consumer satisfaction on consumer loyalty. This shows that when product quality is getting better, and satisfaction is achieved, loyalty will persist.

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Journal Info

Abbrev

IJSS

Publisher

Subject

Agriculture, Biological Sciences & Forestry Humanities Computer Science & IT Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Public Health Social Sciences Other

Description

"IJSS” for International Journal of Sosial Science, published by Bajang Instiute. Published in two formats, printed version of ISSN:2798-3463 and the online version of ISSN:2798-4079, both of which are published six times in one year. The scope of the journal studies broadly includes: Culture (a ...