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
Al-Rousan, Ramzi, M., and Mohamed, B. 2010. Customer Loyalty and the Impacts of Service Quality: The Case of Five Star Hotels in Jordan International. Journal of Business and Economic Sciences. Vol. 5.pp. 202- 208.
Arif, A.N.2012. Basics of Sharia Bank Marketing. Alfabeta: Bandung.
Andre, Y.B. 2009. Analysis of the relationship between customer satisfaction and customer loyalty to repurchase wishes, a case study at Bunda Mulia University. Business and Management Journal Bunda Mulia. Vol. 5. No.1.
Ahmad, T. 2011. Practical Research Methodology. Hal.79Teras: Yogyakarta.
Ahktar, H. 2018. Track Analysis with the AMOS Program. Psychometric Universe, (Online). (https://www.semestapsikometrika.com/2018/03/analisis-jalur-dengan-program-amos.html , accessed December 29, 2020.
Assael, Henry. 2001. Consumer Behavior. Sixth edition. Thomson Learning: New York:
Assuari S.2015. Marketing Management. Rajawali Pers: Jakarta
Arikunto, S. 2013. Research Procedures A Practical Approach. Rineka Cipta:Jakarta
Aryani. D., Rosinta, F. 2010.The Impact of Service Quality on Customer Satisfaction in shaping Customer Loyalty. Journal of Administrative and Organizational Sciences.p. 114-126 ISSN 0854-3844.Volume 17.Number 2.
Barnes, J. G. 2003. Secret of Customer Relationship Management. Andi: Yogyakarta.
Brunswick, E. 1952. The conceptual framework of psychology . University of Chicago Press : Chicago
Chess, R.E.Ig., Suratno, B. 2001. Marketing of Goods and Services. First print. Kanisius: Yogyakarta.
Chinomona,R., Maziriri, E.T. 2017. The Influence Of Brand Awareness, Brand Association And Product Quality On Brand Loyalty And Repurchase Intention: A Case Of Male Consumers For Cosmetic Brands In South Africa. Journal of Business and Retail Management Research (JBRMR).Vol. 12 Issue 1.
Chi, G. 2005. A study of developing destination loyalty model. Doctor of Philosophy Dissertation. Oklahama: Oklahoma State University.
Curtis, T., Abratt, R., Rhoades, DL.and Dion, P. 2011. Customer Loyalty, Repurchase and Satisfaction: A Meta-Analytical Review. Scholarly Commons Citation, (Online), (https://commons.erau.edu/cgi/viewcontent.cgi?article=1017&context=db-management, accessed December 28, 2020).
Curtis, T. 2009. Customer Satisfaction, Loyalty, and Repurchase: Meta-Analytical Review, and Theoretical and Empirical Evidence of Loyalty and Repurchase Differences. Dissertation. Nova Southeastern : Nova Southeastern University.
Deep, J. 2017. Factor affecting customer behavior. (Online). Available: (http://www.yourarticlelibrary.com/marketing/consumerbehavior/factors-affecting-consumer-behaviourwith-diagram/48599.Accessed, accessed July 1, 2020)
Denniswara, E.P. 2016. Impact of Product Quality, Price and Promotion On The Intention of Buying My Ideas Products. Journal of Management and Business Start-Up Volume 1.Number 4.
Griffin, J. 2002. Customer Loyalty: How to earn it how to keep it. United States of America: Jossey Bass.
Griffin, J. 2003. Customer Loyalty: Growing and Retaining Customers. Erlangga :Jakarta.
Griffin, J. 2005. Customer Loyalty: Growing and Maintaining Customer Loyalty. Erlangga: Jakarta.
Gujarati, Damodar, 2003, Basic Econometrics. Translated by Sumarno Zain. Jakarta: Erlangga.
Grönroos, C. 2007. Service management and marketing. Third edition. John Wiley., Sons.Ltd :England.
Grönroos, C. 1982. An Applied Service Marketing Theory. European Journal of Marketing.Vol. 16 No. 7. pp. 30-41.
Ghozali, I & Fuad. 2008. Structural Equation Modeling. Diponegoro University: Semarang.
Ghozali, I. 2013. Multivariate Analysis Application with IBM SPSS Program. Edition 7.Diponegoro University: Semarang.
Gremler, D. and Brown, S. 1999. The loyalty ripple impact: appreciating the full value of customers. International Journal of Services Industry Management. Vol. 10 No. 3. pp. 271-191.
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.
Harvard Business Review. 2007. HBR Sportlight, Customer Focus, May 2007.
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
Hidayat, H. 2020. How to Increase Order, (Online), (https://i2.wp.com/habibhidayat.com/wpcontent/uploads/2020/07/Cara- Potent-Increase-Repeat-Order.jpg?fit=1920%2C1271& ssl =1, accessed December 26, 2020).
Hertita, D. 2017. It's Fortunately a Repeat Order For A Business, Amazing! (Online),( http://www.oneyesoneno.com/2016/01/repeat-order-dalam-bisnis-online.html,accessed December 26, 2020).
Hertita, D. November 24, 2017. Part Two! 3 Other Benefits of Repeat Order For Your Business, Bernas.id, 1.
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).
Krismanto, A.2009. Analysis of Factors Affecting Customer Loyalty" (Case Study at PT. Bank Rakyat Indonesia Semarang Pattimura Branch). Thesis published. Semarang :P rogram Post Graduate Diponegoro University.
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.
Kotler, P. 1997 Marketing Management :Analysis, Planning, Implementation, and Control, 9th ed. Prentice Hall: New Jersey
Kinnear, T.C. And Taylor, J.R. 1995. Marketing Research: An Applied Approach.McGraw Hill Text.
Krippendorf, K. 1989. On The Essential Contexts Of Artifacts Or On The Proposition That "Design Is Making Sense (Of Things)". Design Issues, 5 (2), 9-39.
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.
Kaura, V. and Datta, S. K. 2012, Impact of Service Quality on Satisfaction in the Indian Banking Sector, The Journal of Marketing Management, Vol.11 No. 3, pp. 38- 47.
Kusnadi.2005. Influence of Budget Preparation Participation on Managerial Performance Role of Budget Adequacy and Organizational Commitment as Intervening Variable. Journal of Financial Management. Vol.3.No1.
Klik-Statistik.com. Which is better? SEM with Lisrel, Amos or Smart PLS?, (Online). http://klik-statistik.com/mana-yang-lebih-baik-sem-dengan-lisrel-amos-atau-smartpls/#:~:text=Kelebihan%20AMOS&text=Perangkat%20lunak%20AMOS%20dapat%20membantu,variabel%20laten%20dan%20variabel%20manifes. (accessed February 14, 2021).
Lahindah, L., Merisa., Siahaan.R.A. 2018. The Influence of Product Innovation and Service Quality to Buying Decision and the Impact to Repeat Buying at Progo Road Bandung. The Asian Journal Of Technology Management, Vol 11 No.2, 118-124.
Lau, G. Dan Lee, S. 1999. Consumer's trust in a brand and link to brand loyalty. Journal of Market Focused Management.4.( 4):341-370.
Lauer, RH. 1993. Perspective on Social Change. Rineka Cipta : Jakarta
Lupiyoadi, Hamdani. 2006. Service Marketing Management. Second edition. Salemba Four: Jakarta.
Lin, S.E. 2003. The Study on Relationship between Customer Satisfaction and Customer Loyalty: As Applied to a Certification Company. MA Taiwan: Department of Industrial Engineering, Chung Yuan Christian University.
Leninkumar, T.H. and Vithya. 2016. The Impact of Service Quality on Customer Loyalty. European Journal of Business and Management. Vol.8, No.33.
Lee, Yu-je.and Kao, Peng-Hsiang. 2015, Impacts of Service Quality on Customer Loyalty-A Case of Taiwanese Watson's Personal Care Stores. Universal Journal of Management 3(5): 187-197.
Mappatompo, Andi . (2022) Management of Marketing of Goods and Services. LPP Unismuh Makassar
Mason and Thomas, Boyd, Charlotte H., 1999. The Link Between Attractiveness of "Extranrand" Attributes and Adoption of Innovations. Journal of the Academy of Marketing Research. Vol.27, No.
Michael, DJ. 2002. Improving Customer Satisfaction, loyalty, and profit: a integrated measurement and management system. Jossey-Bass, Inc. a JohWiley and Sons, Inc.
Mauludin.danHanif. 2010. Marketing Research: A Guide for Managers, Leaders of Organizational Companies. Jakarta: Elex Media Komputindo : Jakarta
Mirabi, V., Akbariyeh, H., & Tahmasebifard, H. 2015. A Study Of Factors Affecting on Customers Purchase Intention. Journal of Multidisciplinary Engineering Science and Technology (JMEST). 2.1
Mulyono, B.H., et al. 2008. Analysis of The Impact of Product Quality and Quality of Service on Consumer Satisfaction (Case Study on Puri Mediterania Semarang Housing). Journal of Organizational Management studies. vol.4.number 2.
Moleong, Lexy J. 2006. Qualitative Research Methodology. PT Remaja Rosdakarya: . Bandung
Narbuko,C., Achmadi, A. 2010. Metodologi Metodologi Metodologi. p. 76. Bumi Aksara: Jakarta
Olson, P. 1993. Consumer Behavior and Marketing Strategy. Third Edition. Richard D. Irwan Inc. - Boston.
Octavia.R. 2016. The Impact Of Service Quality And Customer Satisfaction Index Savings On Customer Loyalty In Pt. Bank Indek Lampung Branch Office. Thesis published. Bandar Lampung; Postgraduate Program in Management, Faculty of Economics and Business, University of Lampung.
Parasuraman, A., Zeithaml, V. & Berry, L. 1996. Servqual: A Multiple Item Scale For Measuring Customer Perceptions Of Service Quality. Journal of Retailing, 64(1), 12-40.
Peyrot, M., Doren, D. 1994. Impact Of a Class Action Suit On Consumer Repurchase Intentions. Journal of Consumer Affairs, 39, 361–379.
Phuong, N.N.D., Trang, T.T.D, 2018. Repurchase Intention: The Impact of Service Quality, System Quality, Information Quality, and Customer Satisfaction as Mediating Role: A PLS Approach of M-Commerce Ride Hailing Service in Vietnam. AIMI Journals Marketing and Branding Research 5 (2018) 78-91
Purbasari, D.M., Purnamasari, D. L. 2018, Impact of Service Quality and Customer Satisfaction on Repurchase. Journal of Business Inspiration and Management, 2(1), 43-54.
Putri, V.A., Fatmasari, D. 2018 Service Quality Relationship with Alfamart Customer Satisfaction in Srondol Wetan Semarang Village. Inspiring Scientific Magazine. Vol. 3 No. 5.
Puspitasari, Niken.A. 2011. Analysis of The Impact of Product Quality and Service Quality on Customer Satisfaction To Encourage Re-Buying Interest (Study on Nokia Users in Semarang). The thesis is not published. Semarang: Faculty of Economics, Diponegoro University.
Rosenberg, J.L. and Czepiel, A.J. 2017. A marketing approach customer retention. Journal of Consumer MarketingUnited Kingdom: MCB UP Limited.
Ramdan, AM. 2008. Relationship of Service Quality and Consumer Satisfaction, (Online), (http://asep-m-ramdan.blogspot.com/2008/10/hubungan-kualitas-jasa-dan-kepuasan.html, accessed January 2, 2021).
Rusbiyanto.2019. Analysis of The Influence of Service Quality, Down Payment, Banking Service Quality on Used Car Purchase Decisions (Case Study of Pt Andalan Finance Indonesia Kebon Jeruk Branch). The thesis is not published. Jakarta: Master of Management of Mercu Buana University.
Samad, A. 2014. Examining the impact of perceived service quality dimensions on repurchase intentions and word of mouth: a case from software industry of Pakistan. IOSR Journal of Business and Management 16(1): 37–41.
Saleem.H., Sarfraz, R.N. 2014. The Impact of Service Quality on Customer Satisfaction, Customer Loyalty and Brand Image: Evidence from Hotel Industry of Pakistan. Middle-East Journal of Scientific Research 19 (5): 706-711.
Now, U. and Bougie, R. . 2010. Research Method for Business A Skill Building Approach.5th Edition. John Wiley & Sons Ltd :United Kingdom.
Sarwono, J. 2012. Quantitative Approach Thesis Research Methods Using SPSS Procedures . Pertama.PT Edition of Elex Media Komputindo: Jakarta
Sarwono, J. 2006. Quantitative and Qualitative Research Methods. Graha Ilmu: Yogyakarta.
Septiawati, R. 2018. Impact of Service Quality on Product Repurchase Intentions with Customer Satisfaction as Mediation Variables. Thesis. Bandar Lampung: Postrsaja Program of Bandar Lampung University.
Su, L., Swanson S.R., Cheng, X. 2016. The impacts of perceived service quality on repurchase intentions and subjective well-being of Chinese tourists: The mediating role of relationship quality. Tourism Management. Volume 52: 82-95.
Swastha, B. and Irawan. 2003. Modern Marketing Management. Second edition. Eleventh print. Liberty Offset : Yogyakarta
Saputra, R. 2016. 5 Meanings of Repeat Order, (Online). (https://web.facebook.com/media/set/?set=a.765912036843406&type=3&_rdc=1&_rdr, accessed July 1, 2020).
Siyoto, S and Sodik M.A. 2015. Basic Research Methodology. : Media Publishing Literacy: Yogyakarta.
Santoso, S. 2007. Structural Equation Modeling: Concepts and Applications with AMOS Creating and Analyzing SEM Models Using the AMOS Program. PT. Elex Media Komputindo: Jakarta.
Santoso, S.2010. Parametric statistics. Concepts and Applications with SPSS. First print. PT Elex Media Komputindo : Jakarta. PT Gramedia: Jakarta.
Soeling, P. D. 2007. Business growth and corporate social responsibility. Journal of Administrative and Organizational Sciences. Bureaucratic business. Vol. 15. No. 1.
Sani, A., Maharani, V. 2013. Human Resource Management Research Methodology: Theory, Questionnaire, and Data Analysis. Uin Press: Poor.
Sugiyono. 2017. Quantitative, Qualitative, and R&D Research Methods. Alfabeta: Bandung
Sukmarini, Andi.V., Cangara, H., Amar. M.Y. 2013, Promotion Strategy Maintaining Customer's Loyality On Toyota Brand At Pt. H. Kalla Makassar In Makassar Automotive Competition. The thesis is not published. Makassar: Post Graduate Program in Communication Sciences, Hasanuddin University.
Student.2009. Computer Based Statistics. LPP UNS and UNS Press: Surakarta
Schiffman, L.G. and Kanuk, L.L. 2007. Consumer behavior. Index: Jakarta
Tandjung, J. W. 2004. Marketing Management: Approach to Customer Values, Second Edition. Bayumedia: Malang
No name. October 13, 2015.Get to know the Financing Company and How It Works. Cermati.com.
Thomas, B. & Tobe, J. 2013. Anticipate: Knowing What Customers Need Before They Do. Avaliable: (http://site.ebrary.com/lib/samk/home.action,Accessed July 1, 2020).
Tjiptono, F. and Chandra, G. 2011. Service, Quality & Satisfaction, Third Edition. Yogyakarta: Yogyakarta
Thio, S. 2001. Build Service Quality to achieve Consumer Satisfaction in hospitaly industry. Journal of Management & Entrepreneurship Vol. 3, No. 1, March 2001: 61 – 71.
Usmara, U. 2008. Creative Thinking Marketing. Amara Books: Yogyakarta.
Upamannyu, N.K., Gulati, C., Chack, A.,and Kaur, G. 2015. He Impact Of Customer Trust On Customer Loyalty And Repurchase Intention: The Moderating Influence Of Perceived Csr. International Journal of Research in IT, Management and Engineering ISSN 2249-1619 Impact Factor : 5.309. Volume 5.Issue 4.
Umar. H. 2007. Research Methods for Thesis and Business Thesis. PT. King Grafindo Persada: Jakarta.
Wang, Cheng-Lu., Chen, Zhen-Xiong., Chan, A.K.K. and Zheng, Zong-Cheng. 2010. The influence of hedonic values on consumer behaviours: an empirical investigation in China, Journal of Global Marketing, 14(2): pp: 169-86.
Wathne, K., Biong, H. and Heide, J. 2001. Choice of Supplier in Embedded Markets: Relationship and Marketing Program Impacts. Journal of Marketing, Vol. 65. No. 2,pp. 54-56.
Wendha, A.A.A.P., Rahyuda, I.K., Suasana, I.Gst.A.K.G. 2103. Influence of service quality on customer satisfaction and loyalty of Garuda Indonesia in Denpasar. Journal of Management, Business Strategy and Entrepreneurship Vol.7.No.1.
Wantara,P., Tambrin. 2019.M. The Impact of Price and Product Quality Towards Customer Satisfaction and Customer Loyalty on Madura Batik. International Tourism and Hospitality Journal 2(1): 1-9.
Jonah, A. 2014. Impact of Product Quality, Location, and Physical Environment On Repurchase at Harapan J2 Coffee Shop in Palu.e-Jurnal Katalogis, Volume 2 Number 7.
Yunanto, A.T. 2010. The Impact of Service Quality Dimensions on Customer Loyalty of PT. Bank Danamon Surakarta With Customer Satisfaction as a Pemediasi Variable.Thesis is not presented. Surakarta: Master of Management universitas Sebelas Maret.
Yulia.L.P., Hardi, U. 2017. Impact of Service Quality on Customer Loyalty with Satisfaction as an Intervening variable. Among Makarti Vol.10.No.1.
Yamit, Z. 2005. Quality Management. Econesia: Yogyakarta.
Zeithaml, V.A., Bitner M.J. and Gremler, D.D. 2013. Services Marketing: Integrating Customer Focus Across the Firm 6 thed. Mc.Graw-Hill (Boston)
123. no year. Usefulness of Path Analysis Assumptions Path Analysis Path Analysis Path, (Online).
(https://text-id.123dok.com/document/lq538vrz4-kegunaan-analisis-jalur-asumsi-asumsi-analisis-jalur-model-analisis-jalur.html , accessed December 30, 2020).