PENGARUH KUALITAS PRODUK TERHADAP LOYALITAS PELANGGAN YANG DIMEDIASI OLEH KEPUASAN PELANGGAN (Studi Pada Pelanggan Kosmetik Make Over Malang)

This research aims to describe product quality, customer loyalty and customer satisfaction, product quality influences customer loyalty, product quality influences customer satisfaction, customer satisfaction influences customer loyalty and product quality influences loyalty through satisfaction as mediation. The population used in this research was Make Over Malang cosmetics customers with a sample size of 140 respondents. The analytical method used in this research is path analysis. Based on the results of the research and discussions that have been carried out, it can be concluded that customer loyalty is included in the loyal criteria, product quality is included in the very good criteria and customer satisfaction is included in the satisfied criteria. Product quality has a positive and significant effect on customer loyalty, product quality has a positive and significant effect on customer satisfaction, customer satisfaction has a positive and significant effect on customer loyalty and customer satisfaction is proven to be a mediating variable in the relationship between product quality and customer loyalty

Perspectives of Small Retailers in the Organic Market: Customer Satisfaction and Customer Enthusiasm

Abstract. In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that customer satisfaction is a relevant key to sales performance. Regression analysis reveals that overall customer satisfaction accounts for 32 % of sales per square meter sales area. An additional factor analysis identifies service and product quality as main determinants of customer satisfaction. Consumers consider the freshness of fruit and vegetables as representative for the quality of the whole assortment. A correlation analysis demonstrates that customer enthusiasm is a more accurate factor in the recommendation of shops than customer satisfaction. The paper ends with managerial and scientific implications

HR Practices and Customer Satisfaction: The Mediating Link of Commitment

This research examined organizational commitment as a mediator between HR practices and customer satisfaction of 35 job groups from 13 service firm business units. Both commitment level and consensus were predicted to influence customer satisfaction. Results found that commitment level mediated the relationship between HR practices and customer satisfaction

High Performance HR Practices And Customer Satisfaction: Employee Process Mechanisms

This research examined organizational commitment and customer focus as mediators between HR practices and customer satisfaction of seventy-one work units from twenty-five business units from a single firm in the food service industry. Customer satisfaction was assessed by ratings from multiple customers eighteen months after HR practices and process mechanisms were assessed from unique groups of employee respondents. Results suggest that employee commitment and customer focus partially mediate the relationship between HR practices and customer satisfaction

Relationship Marketing, Customer Satisfaction, Customer Commitment dan Customer Loyalty (Studi pada sebuah Bank Nasional di Denpasar)

Various approaches to marketing strategy applied by the organization to maintain companies viability and customer loyalty. This condition is the hope for every organization, considering the role of consumers as the companys assets can not be underestimated. Relationship marketing concept as a new breakthrough in the world of marketing gives new faces to build sustainable customer loyalty. With proper relationship marketing concept application, will be realized that the commit behavior of consumers to companies have implications on customer loyalty. The results showed that the association relationship marketing has positive and significantly implications for customer loyalty and customer commitment. While the implications of the formation of a commitment to loyalty also showed a positive and significant relationship

Perspectives of small retailers in the organic market: Customer satisfaction and customer enthusiasm

In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that customer satisfaction is a relevant key to sales performance. Regression analysis reveals that overall customer satisfaction accounts for 32 % of sales per square meter sales area. An additional factor analysis identifies service and product quality as main determinant s of customer satisfaction. Consumer s consider the freshness of fruit and vegetables as representative for the quality of the whole assortment. A correlation analysis demonst rates that customer enthusiasm is a more accurate factor in the recommendation of shops than customer satisfaction. The paper ends with managerial and scientific implications.retail marketing, success factor, organic marketing, regression analysis, Demand and Price Analysis, Food Consumption/Nutrition/Food Safety,

Identifying best practices for customer satisfaction in an Indian restaurant

Customer satisfaction is a theoretical idea that involves various factors such as the quality of the product, the quality of the service provided, the atmosphere of the location where the customer purchased product or service, as well as the price of the product or service. In other words, customer satisfaction is a measurement that helps us to know about the expectation of the customers. Therefore, it is not easy to measure the actual level of customer satisfaction. The aim of the study is to find the significant reasons for customer satisfaction and dissatisfaction in Mithaiwala restaurant. The Mithaiwala restaurant is in Frankton, Hamilton, and this restaurant is a part of Mithai Investment Limited Company that is located in Auckland. The store in Auckland provides the stock for the restaurant in Hamilton. The company was incorporated on 12 March 2015 and registered on 27 June 2016. This study examines the internal and external analysis of the restaurant. In this report, the researcher has analysed different factors that have significant impact on customer satisfaction, such as, the quality of product and service, customer satisfaction strategies, and competitive advantages. These factors show how to add value at a low price, reveal marketing channels, provide skill advantages, are socially sound, and indicate the competitive location of the restaurant as well as showing value for money. A competitive analysis has also been completed as part of this report. Quantitative research methodology was used for the research to measure the satisfaction level by undertaking a survey. A questionnaire consisting of 13 questions was distributed. The research result was analysed through pie charts and bar graphs. According to the result, most of the customers were highly satisfied with the price, location, taste of the food and customer service of the restaurant. After analysing the result, the researcher discussed the whole research report and drew conclusions. At the end of the report, the researcher provides some recommendations on the basis of the conclusion to increase the level of customer satisfaction in order to promote expansion and growth of the business

Developing a conceptual model for the internal data source to measure customer satisfaction

Traditional CSM approach is performed at certain frequencies. The gap between such events can be termed as a ‘blind period’, because customer satisfaction is left unobserved and unmanaged. The blind period may sometimes accelerate the growth of customer dissatisfaction. One way to eliminate the impact of the blind period is to reduce the gap between CSM events. The initial assessment indicates that conducting CSM more frequently, may weaken the accuracy of measurement, and increase the cost of the programme. The authors believe that the reason behind these limitations is the use of the external data source, collecting data directly from customer, therefore suggests using the internal data source, as an alternative to measure customer satisfaction. The purpose of this paper is to develop a conceptual model for the internal data source to measure customer satisfaction. To achieve this objective, a conceptual model need to be developed based on three determined steps: define the formation of customer satisfaction value, identify the CSM factors and dimensions, and mirror the CSM instruments to identify the internal performance values. The paper indicates that internal data source could provide researchers with an alternative data source to measure customer satisfaction with minimum limitations on frequency of implementation, accuracy and cost

Pengaruh Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Pelanggan Pada Restoran Bebek Goreng Harissa Palembang

This study aims to determine the influence of Product Quality (X1) and Service Quality (X2) towards Bebek Goreng Harissa Palembang Restaurant’s Customer Satisfaction (Y). The research location in Bebek Goreng Harissa Palembang Restaurant. The population in this study is the people in the Palembang city or customers who have come and bought food and beverage products at Bebek Goreng Harissa Palembang Restaurant. The sample size is 100 respondents. Data collection in this study was using interview and questionnaire method. This type of research is a case study. This research uses multiple linear regression analysis using the help of SPSS 20 program. Result of validity test with Pearson Correlation test of product quality, service quality and customer satisfaction show that r count more than r table and test result reliability test of variable quality of product, service quality and customer satisfaction have Cronbach's Alpha value above 0,06 . The results showed that product quality (X1) variables significantly and positively influence customer satisfaction (Y) at Bebek Goreng Harissa restaurant, service quality has a significantly and positively influence on customer satisfaction at Bebek Goreng Harissa Palembang restaurant

The Effect Of Customer Satisfaction, Customer Trust On Custromer Loyalty Of The Card Users Of PT. Indosat Tbk

The research was conducted on Indosat GSM cellular card customers residing in the city of Bandung. The purpose of this study was to determine whether there is an effect of customer satisfaction and customer trust on customer loyalty in the PT. Indosat Tbk, and how much the level of customer loyalty after using the service provider Indosat. This research was conducted with statistical and descriptive methods. It is intended that the study can obtain accurate results, so the results can be trusted. Population is both the card users of Indosat for at least 6 months and those who had used the service provider Indosat. The samples were 113 respondents. The method used was the accidental sampling. The process and analytical method employed a path analysis to test hypotheses about the effect of customer satisfaction and customer trust on customer loyalty. Questionnaire instruments were developed and were processed by using a computer-assisted program SPSS 14.0 for windows and Amos 5.0. The results showed that the best model is a Theoretical Model 2. In model 2 customer trust was described as an antecedent to affect customer loyalty as compared with a Theoretical Model 1 with customer satisfaction as an antecedent. The model shows a significant relationship of trust with satisfaction and customer loyalty. Key words: Satisfaction, Trust and Customer Loyalty