PENGARUH KUALITAS LAYANAN DAN ATRIBUT PRODUK TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN

Abstract

This research is meant to find out the influence of service quality and the product attribute to the customer
loyalty and the customer satisfaction as the intervening variable. The population is the customer who has ever
used the service of Jembar Jaya Logistic Service Surabaya Company as the respondent. The sample collection
technique has been done by using purposive sampling technique, and 150 respondents have been obtained based
on the determined criteria, the data customer which has been used in 2014-20
15 observation period. The data
collection method has been done by using questionnaire method that is by providing a number of statements
relating to the research problems to the customers who have ever purchased or used the service on Jembar Jaya
Logistic Service Surabaya as the respondents. The analyses methods of this research are (multiple regressions
test, hypothesis test and path analysis) which have been done by using SPSS. The result of the test shows that
service quality has significant and positive direct influences to the customer satisfaction. Product attribute or
service has significant and positive direct influence to the customer satisfaction. Service quality has significant
and positive direct influence to the customer loyalty. The customer satisfaction has significant positive influence
to the customer loyalty. It can be concluded that service quality and product / service attribute have direct and
indirect influence to the customer loyalty and the customer satisfaction as the intervening variable. Then the
result is similar to the hypothesis that has been proposed so the result of hypothesis (H1until H5) has been
proven.

Keywords: Service Quality, Product Attribute, Satisfaction and Loyalty.