The Impact Of Service Quality And Product Quality On Customer Loyalty And Its Impact On Repeats Order At Astra Credit Companies Makassar Branch
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Abstract
This research aims to find out the influence of service quality, product quality on customer loyalty and repeat orders, the influence of customer loyalty on repeat orders and the influence of service quality, product quality on repeat orders through customer loyalty. The research background was based on inconsistencies in the results of previous research on the influence of service quality and product quality on customer loyalty which has impact on increasing repeat orders. The application of quantitative approach with data collection techniques through online questionnaires on 386 customers ACC Makassar Branch. Hypothesis testing deployed path analysis with the assistance of WarpPLS7 software. Test results showed that service quality, product quality has a significant impacton customer loyalty and repeat orders, service quality has a significant impact on repeat orders through customer loyalty, product quality has a significant positive impact on repeat orders. Through customer loyalty and customer loyalty has a significant impact on repeat orders . The test results showed that service quality is the most dominant variable impacting repeat orders in ACC Makassar Branch
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How to Cite
rahim, A. R., Andi Mappatompo, & Simiati. (2022). The Impact Of Service Quality And Product Quality On Customer Loyalty And Its Impact On Repeats Order At Astra Credit Companies Makassar Branch. Enrichment : Journal of Management, 12(4), 2560-2571. https://doi.org/10.35335/enrichment.v12i4.694
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Halim.P., Swasto.B., Hamid.D. and Firdaus.M.R, 2014.The Influence of Product Quality, Brand Image, and Quality of Service to Customer Trust and Implication on Customer Loyalty (Survey on Customer Brand Sharp Electronics Product at the South Kalimantan Province). European Journal of Business and Management. Vol.6, No.29.
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Heskett, J.L., Jones, T.O., Loveman, G.W., Sasser, W.E. & Schelsinger, L.A. 2011. Putting the serviceprofit chain to work. Harvard Business Review
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Iwan, K., Santoso, S.B. and Dwiyanto, B.M. 2007. Analysis of Factors That Affect Product Re-Buying Interest As well as Its Impact on Customer Loyalty (Case Study on Sakatonic Liver Products In Semarang City). Journal of Management & Organizational Studies. Volume 4.Number 2.
Indotesis.com. May 9, 2017. Understanding, Formation and Factors Affecting Loyalty (Online), (https://medium.com/@indotesis/pengertian-pembentukan-dan-faktor-yang-mempengaruhi-loyalitas-cdc9c0dfc66c, accessed February 17, 2021).
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Jahanshahi, A. A., Gashti,M.A.H., Mirdamadi, S.A., Nawaser, K. 2011. Study the Impacts of Customer Service and Product Quality on Customer Satisfaction and Loyalty, International Journal of Humanities and Social Science, Vol. 1 No. 7, 253-260.
Jawarakonten November, 2020. What is a Repeat Order? Here's the Formula & How to Increase Repeat Order, 1.
Juanim.2004, Track Analysis in Marketing Research of SPSS &LISREL Data Processing Techniques. Pasundan University :Bandung
Kheng, L.L., Mahamad, O., Ramayah,T. and Mosahab,R. 2010. The Impact of Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia. International Journal of Marketing Studies. Vol. 2.No. 2.
Kotler, P. and Keller, K.L. 2009. Marketing Management. Thirteenth Edition. Volumes 1 and 2. Fourth Print. Translation by Benjamin Molan.Jakarta: PT. Index.
Kotler, P. and Keller, K.L. 2012. Marketing Management 14thed. Pearson Education: New Jersey.
Kotler, P. and Armstrong, G. 2008. Principles of Marketing. Volume 1.Erlangga :Jakarta.
Kotler, P. and Keller, K.L. 2008. 12th Edition.Translation by Bob Sabran.Jakarta: Erlangga Publisher.
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Kuo Y.F., Wub C.M., & Deng W.J. 2009.The correlation among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers in Human Behaviour, 25, 887–896.
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