PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN PERSEPSI HARGA TERHADAP LOYALITAS PELANGGAN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING
Abstract
This study aims to analyze the influence between product quality, service
quality, price perception variables on customer satisfaction, customer satisfaction on
loyalty and product quality, service quality dan price perception to customer loyalty
through customer satisfaction as intervening variable.
This research was conducted on Boga Canteen Muhammadiyah University of
Yogyakarta with 185 samples with purposive sampling technique of non random
sampling with Structural Equation Modeling method that was processed using AMOS
23.0 program.
The results of this study indicate that product quality has a significant positive
effect on customer satisfaction, service quality and price perception has no effect on
customer satisfaction, costumer satisfaction has a significant positive effect on
customer, product quality and service quality affect indirect loyalty, through customer
satisfaction as intervening variable and price perception has no affect indirect loyalty,
through customer satisfaction as intervening variable.