CD Skripsi

Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Pelanggan Rumah Makan Pondok Patin H.M. Yunus Pekanbaru

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ABSTRACT
This study aims to determine the effect of product quality and service quality on
customer satisfaction and loyalty at Pondok Patin Restaurant H.M. Yunus
Pekanbaru. Primary data was collected by distributing questionnaires to 100
respondents who had been selected using the Incidental Sampling technique and
then the primary data was processed using the Structural Equation Modeling
analysis method with SmartPLS version 3 software. The results showed that: 1)
Product Quality on Customer Satisfaction had positive and significant results. 2).
Service Quality on Customer Satisfaction has positive and significant results. 3).
Product Quality on Customer Loyalty has positive and significant results. 4).
Service Quality towards Customer Loyalty has positive and significant results. 5).
Customer Satisfaction with Customer Loyalty has positive and significant results.
6). Customer satisfaction partially mediates between Product Quality and
Customer Loyalty with positive and significant test results. 7). Customer
satisfaction partially mediates between Service Quality and Customer Loyalty
with positive and significant test results.
Keywords: Product Quality, Service Quality, Customer Satisfaction, Customer
Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

02 02. 121 (0149)

Penerbit

Pekanbaru : Universitas Riau – Fakultas Ekonomi Dan Bisnis – Manajemen., 2021

Deskripsi Fisik

ix, 79 hlm.; ill.: 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

02 02. 121 (0149)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

Daus

Versi lain/terkait

Lampiran Berkas

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