PENGARUH KUALITAS PRODUK, KUALITAS PELAYANAN DAN DIGITAL MARKETING TERHADAP LOYALITAS PELANGGAN

Agus Purnomo Sidi

13 citations0/0 files storedJurnal Ilmiah Bisnis dan Ekonomi Asia

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Consumer Behavior and Marketing Influence Customer Service Quality and Loyalty Digital Marketing and Social Media

Abstract

This research is a kind of field research, case study on Kedai Hj.S Jl.Kesumba Malang Town customers that aims to know how the influence of product quality, service quality and digital marketing to customer loyalty. The data were taken directly from the respondents through a questionnaire survey with Likert scale by random sampling to as many as 80 respondents. The results of data analysis using SPSS 23 software shows that both product quality, service quality and digital marketing have a significant effect on customer loyalty. Thus, to increase customer loyalty, it is suggested that Hj.S management to improve the product quality, or at least maintain the product quality, speed up the service processing and increase the social media usage.

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1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 2023Prinsip-Prinsip Pemasaran 2003The Impact of Customer Relationship Characteristics on Profitable Lifetime Duration 2010The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia 2004Dasar-dasar pemasaran 2008An investigation on the factors influencing passengers' loyalty in the North Cyprus national airline 1998Membidik Pasar Indonesia : Segmentasi, Targeting, dan Positioning 2002Information quality benchmarks: product and service performance

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2022PENGARUH KUALITAS LAYANAN, PROMOSI PENJUALAN DAN DIGITAL MARKETING TERHADAP LOYALITAS KONSUMEN GOJEK DI DENPASAR 2022Pengaruh Strategi Marketing E-Commerce Shopee Dan Media Tiktok Dalam Perspektif Nilai Edukasi

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