CD Skripsi

Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan Pada Pt. Karya Suka Abadi (Goodyear) Pekanbaru

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By: Novella Indriani
Email: [email protected]
Thesis Supervisor: Meyzi Heriyanto
Business Administration Study, Administrasi Major, Faculty of Social and Political Sciences. Riau University. Pekanbaru. Indonesia. Campus Bina Widya KM 12,5 Simpang Baru, Pekanbaru 28293
ABSTRACT
This study aims to determine the effect of product quality and service quality on customers in shaping customer loyalty. The type of research used is explanatory research with a quantitative approach. The sample is 91 respondents who are customers of PT. Karya Suka Abadi (Goodyear) Pekanbaru, using a questionnaire with a likert scale meansurement. The results showed that product quality had a direct and significan effect on customer satisfaction. The service quality variable has a direct on customer satisfaction. The customer satisfaction variable has a direct and significant effect on customer loyalty. Product quality variable has a direct and significant effect on customer loyalty. The service quality variable has a direct and significant effect on customer loyalty. Thus, it is better if PT. Karya Suka Abadi (Goodyear) Pekanbaru continues to maintain product quality and service quality so that comsumers feel satisfied and loyal to PT. Karya Suka Abadi (Goodyear) Pekanbaru.
Key Words: Product Quality, Service Quality, Customers Satisfaction, Customers Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

1801125239

Penerbit

Pekanbaru : Universitas Riau - FSIP - ADMINISTRASI BISNIS., 2022

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

1801125239

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Ilmu Administrasi Bisnis

Info Detail Spesifik

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Pernyataan Tanggungjawab

Deti

Versi lain/terkait

Lampiran Berkas

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