PENGARUH KUALITAS PRODUK DAN HARGA TERHADAP LOYALITAS PELANGGAN DIMEDIASI KEPUASAN PELANGGAN PADA QUEENSTREETSTORE

Abstract

A satisfaction is a pleasant or unpleasant feeling which feeling which exists after comparing the expected performance (or the result). The customer satisfaction needs to impact the product quality and the price in order to achieve the customer’s loyalty. This study aims to find out the impact of the product quality and the price toward the customers satisfaction of the Queenstreetstore.The type of this research is quantitative. The study applies the purposive sampling for collecting the samples, which is determining the samples with certain considerations. By applying the slovin, there are 96,72 samples of this study which are rounded into 100 respondens. This analysis applies the path analysis with SPSS.The result of this study shows that the product quality gives insignificant impact to the customer’s satisfaction. The price give positive and significant impact to the customer’s satisfaction. The product quality does not give significant and positive impact to the customer’s loyalty. The price gives positive and significant impact to the customer’s loyalty. The product quality does not give significant and positive impact to the customer’s loyalty through the customer’s satisfaction. The customer’s satisfaction gives positive and significant impact to the customer’s loyalty
Keywords: the product quality, the price, the customer’s satisfaction, the customer’s loyalty