The Role of Service and Product Quality on Customer Loyalty

Taufik, Ahmad; Santoso, Sugeng; Fahmi, Muhamad Irfan; Restuanto, Faqih; Yamin, Steven

doi:10.29244/jcs.7.1.68-82

Cited by 25 publications

(31 citation statements)

References 19 publications

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“…Kualitas produk yang dihasilkan sangat tergantung pada bahan baku yang digunakan sehingga kualitas bahan baku perlu dipastikan sebelum digunakan dalam proses produksi (Taufik et al, 2022). Selama ini susu segar yang akan digunakan dalam proses produksi susu UHT diuji terlebih dahulu kualitasnya.…”

Section: Bahan Bakuunclassified

Statistical Quality Control of Ultra High Temperature (UHT) Milk in PT XYZ

Sitorus

Mela

2022

ijft

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Ultra high temperature (UHT) milk is a product that is widely consumed because of its practicality and hygiene. PT XYZ is one of the industries that produces UHT milk with chocolate and strawberry flavors. Based on company records, there are variations in the protein content of the two products. The purpose of this study was to determine the average protein content of chocolate and strawberry milk on the control chart and to develop a cause-and-effect diagram to determine the factors that triggered variation in protein levels in PT XYZ's chocolate milk and strawberry milk. The research data was obtained from company records, which were then analyzed using MR control charts and fishbone diagrams. The results showed that there were values that were outside the control limits, both in the chocolate and strawberry flavor variants. The cause of the variability in the value of protein content in UHT milk in both chocolate and strawberry flavors comes from 4 factors. The machine factor is in the form of machine checking, which is still curative. The human factor is a lack of human resources and the absence of regular employee training. The factor of the method of using materials that are still manual Material factors are in the form of non-uniformity of sources and quality of raw materials for fresh milk from suppliers, and differences in quality and type of raw materials (between fresh milk and recombined milk).

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Section: Bahan Bakuunclassified

Statistical Quality Control of Ultra High Temperature (UHT) Milk in PT XYZ

Sitorus

Mela

2022

ijft

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“…Quality is one of the most fundamental of customer satisfaction and the key to success in competition. Thus, the company must always be alert to the quality of all products produced or owned to catch customers' eyes and make them feel impressed by the company products (Taufik et al, 2022). There are five main aspects of product quality (Ghani, 2020).…”

Section: Customer Satisfactionmentioning

confidence: 99%

The Role of the Product Quality and Price in Achieving Customer Satisfaction in Online Shopping

Othman¹,

Ismail²,

Hasan³

et al. 2022

IJARBSS

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Customer satisfaction in online shopping is becoming increasingly important for companies since it directly impacts their profitability. The comparison between expectations and experiences determines customer satisfaction. The customers will be satisfied if the delivery meets or exceeds their expectations. Many factors contribute to customer satisfaction in online shopping. Still, two fundamental problems with online shopping are the quality of the products and the high price for some of the products or services. Therefore, customer satisfaction in online shopping needs to be studied to understand these problems better. This study investigates the factors influencing customer satisfaction with online shopping among university students based on 98 sample respondents, university students based in Melaka, Malaysia. This paper uses a survey, SPSS and multiple regression analysis. The two dimensions, namely product quality and price, explained 46.6 per cent of the variance in customer satisfaction in online shopping. This study also evidences the significant relationship between product quality and price with customer satisfaction. This study contributes to the body of knowledge regarding the vital influence of product quality and price on customer satisfaction with online shopping among university students. This study will likely favour the growing online retail market by enabling researchers and businesses to comprehend the factors affecting customer satisfaction.

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“…Satisfaction refers to a person's feeling of pleasure or disappointment after comparing the product's performance to their expectations [13]. Generally, customer loyalty can be achieved when a customer has a positive experience with a product or service [14]. Loyalty is developed through a process that involves four stages: behavioral, cognitive, affective, and conative loyalty [15].…”

Section: Introductionmentioning

confidence: 99%

The influence of service performance and passenger satisfaction on public transport loyalty in a small city in a developing country

2023

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Public transportation is widely considered more attractive in developed countries compared to developing countries, primarily due to its level of service performance, and the influencing factors vary depending on the characteristics of the place and the community. Meanwhile, passenger loyalty is essential to increase the demand for public transportation. This research aims to investigate the impact of service performance and passenger satisfaction on passenger loyalty to public bus transportation in Banda Aceh, Indonesia. The research was conducted on six Trans Koetaradja Bus corridors that connect the city and its surrounding areas, and the data was analyzed using the multiple regression method with SPSS. The results showed that that service performance and passenger satisfaction had an impact on passenger loyalty, with a correlation coefficient of 0.563. However, the determination value (R2) was only 0.317, indicating that only 31.7% of the service performance and passenger satisfaction affected passenger loyalty to the Trans Koetaradja bus. The remaining 68.3% were influenced by other variables. Meanwhile, the low contribution of service performance and passenger satisfaction was likely due to the fact that Trans Koetaradja passengers have private vehicles, which are considered more efficient. This can be seen from the respondents' trip frequency of only 1-2 times a week. To address this issue, integrated and accessible public transportation and mixed-use urban planning are needed in Banda Aceh to improve travel duration. It is hoped that these results can improve the public interest and loyalty to public transportation in their daily activities.

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The Role of Service and Product Quality on Customer Loyalty

Cited by 25 publications

References 19 publications

Statistical Quality Control of Ultra High Temperature (UHT) Milk in PT XYZ

Statistical Quality Control of Ultra High Temperature (UHT) Milk in PT XYZ

The Role of the Product Quality and Price in Achieving Customer Satisfaction in Online Shopping

The influence of service performance and passenger satisfaction on public transport loyalty in a small city in a developing country

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