PENGARUH KUALITAS PELAYANAN, PROMOSI DAN KUALITAS PRODUK INTERIOR TERHADAP LOYALITAS PELANGGAN

Abstract

This reserch aimed to examine the effect of service quality on customer loyalty, promotion of customer loyalty, and product quality on the cutomers loyalty at PT Megaflex Pratama (Onna Interior). This reserch used a quantitative method. Furthermore, the data reerch used primary data. Meanwhile the analysis method of this reserch used multiple linear regressions analysis with SPSS program 23 version. The population of this research used the customers who have purchased at Onna Hr. Muhammd Surabaya showroom minimum twice in October untuol December 2019. Moreover, the sample collection technique used purposive sampling, namely with certain criteria. Based on the purposive sampling method, it obtained 100 respondents who have filfilled the crietia. The hypothesis of this reserch showed that service quality had a positive effect and significant effect on customer loyalty at PT Megaflex Pratama (Onna Interior), moreover the promotion had a positive and significant effect on the customers loyalty at PT Megaflex Pratama (Onna Interior). Additionally, product quality had a positive and significant effect on customer loyalty PT Megaflex Pratama (Onna Interior).
Keyword : service quality, promotion, product quality, customers loyalty