Pengaruh Kualitas Produk Terhadap Tingkat Kepuasan Konsumen Dan Loyalitas Konsumen (Survei Pada Mahasiswa S1 Fakultas Ilmu Administrasi Tahun Akademik 2012/2013 Universitas Brawijaya Yang Menggunakan Smartphone Samsung)

Analia Lumban Gaol • Kadarisman Hidayat • Sunarti Sunarti
Journal article Jurnal Administrasi Bisnis S1 Universitas Brawijaya • September 2016

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(Bahasa Indonesia, 8 pages)

Abstract

This study aims to: Identify and explain influence of product quality on customer satisfaction level; identify and explain the influence of product quality on customer loyalty; identify and explain the influence of customer satisfaction level on consumer loyalty. The variable in this study is the product quality as independent variables, the level of consumer satisfaction as an intermediate variable, and customer loyalty as the dependent variable. This research uses explanatory research with quantitative approach. The study population is students S1 Faculty of Administrative Sciences Academic Year 2012/2013 Universitas Brawijaya using smartphones Samsung. The sample was 100 respondents using purposive sampling. Data analysis method used is descriptive analysis and path analysis. These results indicate that: the variable product quality has a significant and positive effect on the variable of Customer Satisfaction Level; variable product quality has a significant influence and positive impact on the variable of Consumer Loyalty Level; the variable of Customer Satisfaction Level has significant and positive effect on the variable Consumer Loyalty.

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Jurnal Administrasi Bisnis S1 Universitas Brawijaya

Jurnal Administrasi Bisnis S1 Universitas Brawijaya merupakan jurnal ilmiah yang memuat artikel b... see more