ANALYSIS OF SERVICE QUALITY AND PROMOTION ON LOYALTY CUSTOMERS WHO ARE MEDIATED SATISFACTION ON AKELA MEUBEL CITY
Keywords:
Service Quality, Promotion, Customer Satisfaction, Customer LoyaltyAbstract
This study aims to test and analyze the influence of service quality and promotion on customer loyalty mediated by customer satisfaction in Medan City. The type of research conducted is quantitative research. The research technique carried out was accidental sampling. The sampling technique was carried out by collecting questioners, interview techniques. Data processing is carried out using SMART PLS. The number of poupulations was 50 respondents who were directly used as research samples. The results quality of the study show that a positive and significant effect on satisfaction in Medan furniture acceleration. Promotion has a positive and significant effect on satisfaction at Medan furniture akela. Satisfaction have a positive and significant effect on customer loyalty at Akela Meubel. Service quality has a positive and significant effect on customer loyalty in Medan Furniture. Promotion has a positive and significant effect on customer loyalty at Akela Meubel Medan through satisfaction. Service quality has a positive and significant effect on customer loyalty in Medan furniture through satisfaction. Promotion has a positive and significant effect on customer loyalty in Medan furniture through satisfaction.
References
Adzkia Nabila, N., Sapta Putra, S., Digdowiseiso, K., Ekonomi dan Bisnis, F., & Nasional, U. (2023). Pengaruh Kualitas Produk, Harga Dan Promosi Terhahadap Keputusan Pembelian Minuman Nu Greantea. Journal of Economic, Bussines and Accounting (COSTING), 6(2), 2759–2766. https://journal.ipm2kpe.or.id/index.php/COSTING/article/view/8234
Arai, Soichi. Toshiko, O. et al. (2021). Tingkat Loyalitas Pelanggan Ditinjau dari Kualitas Pelayanan Melalui Variabel Moderating Kepuasan Konsumen. In Fuctional Food Science (Vol. 65, pp. 1–13).
Astono, A. D., & Susilo, B. W. (2023). Pengaruh Promosi terhadap Kepuasan Pelanggan dengan Kualitas Pelayanan sebagai Variabel Pemoderasi. Jurnal Bingkai Ekonomi, 8(2), 1–8. https://doi.org/https://doi.org/10.54066/jbe.v8i2.282
Gafar, M. (2021). Kualitas Pelayanan Publik di Dinas Kependudukan dan Pencatatan Sipil Kabupaten Tolitoli. Phinisi Integration Review, 4(1), 128–135. https://doi.org/10.26858/pir.v4i1.19378
Heryanti, A. H. (2023). Pengaruh Kualitas Layanan Aplikasi Dana terhadap Kepuasan Pelanggan dalam Melakukan Transaksi Secara Online sebagai Alat Pembayaran Elektronik (E-Payment). Journal on Education, 5(3), 8080–8096. https://doi.org/10.31004/joe.v5i3.1595
Indrasari, M. (2019). Pemasaran & Kepuasan Pelanggan. Unitomo Press.
Lena, E. M., Mursito, B., & Hartono, S. (2021). Kepuasan Pelanggan Ditinjau Dari Kualitas Produk, Citra Merek Dan Pelayanan Pada Outlet 3 Second Surakarta. Jurnal EKBIS : Analisis, Prediksi, Dan Informasi, 22(1), 55–68. https://doi.org/https://doi.org/10.30736/je.v22i1.697
Mesra, Ferine, K., Astuti, D., & Sentosa, I. (2023). Website Quality, Social Media and Satisfaction on Choosing Decisions Private Universities. Trikonomika, 22(2), 93–99. https://doi.org/10.23969/trikonomika.v22i2.10349
Mesra, Lubis, A. N., Rini, E. S., & Silalahi, A. S. (2021). Confirmatory Factor Analysis of Electronic Word of Mouth in Private College Students in Medan. Journal of International Conference Proceedings, 3(4), 54–66. https://doi.org/10.32535/jicp.v3i4.1010
Purba, J. T., & Surya, E. D. (2024). Customer Engagement And Customer Experience Analysis Of Customer Loyalty Through Emotional Bonding. International Journal of Society and Law, 2(2), 44–55.
Rijal, C., Firman, A., & Badaruddin. (2024). Pengaruh Fasilitas, Kualitas Pelayanan Dan Kompetensi Sumber Daya Manusia Terhadap Kepuasan Pengguna Jasa Pada PT Pelabuhan Indonesia (Persero). Nobel Management Review, 4(2), 358–372.
Seles, M., & Armiati, A. (2021). Kualitas Pelayanan Terhadap Kepuasan Penerima Layanan Di Dinas Kependudukan Dan Pencatatan Sipil Kabupaten Agam. Jurnal Ecogen, 4(4), 496–511. https://doi.org/10.24036/jmpe.v4i4.12399
Sumarsid, & Paryanti, A. B. (2022). JURNAL ILMIAH M-PROGRESS. Jurnal Ilmiah M-Progress, 12(1), 70–83. https://doi.org/https://doi.org/10.35968/m-pu.v12i1.867
Surya, E. D., Aditi, B., & Saragih, M. G. (2020). The Effect of Experiential Marketing on Customer Loyalty with Satisfaction as an Intervening Variables. Pakistan Journal of Biological Sciences, 11(1).
Surya, E. D., & Suwarno, B. (2023). Memorable Tourism Experience : Building Satisfaction and Loyalty of Tourists (Case Study of Medan City , Indonesia). International Journal of Economics Development Research (IJEDR), 4(2), 507–522.
Downloads
Published
How to Cite
Conference Proceedings Volume
Section
License
Copyright (c) 2024 Erizal, Elfitra Desy Surya
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
