Strategies to Retain Loyalty Through Customer Satisfaction in East Java

  • Aldila Ramadhani UPN Veteran
  • Muchtolifah Muchtolifah

Abstract


Business development in the era of globalization is increasing repidly characterized by a higher level of competition between companies and tighter. This makes the company need a strengthen to strengthen its position in the face of competitor companies where to achieve the goal. The perpose of this research is to analyze the influence of Service Quality, Product Quality and Price in building customer loyalty through satisfaction so that they can compete with other companies.
This research is quantitative research with data collection techniques using questionnaires. The population used is customers PT.Zain Multi Anugerah. This study uses samples with random methods based on region / area. Data processing techniques using Partial Least Square ( PLS ), Outer Model, Inner Model and Hypthesis Testing Analysis.
The results of this study concluded : 1) Service Quality can contribute to effect on customer satisfaction, 2) Product Quality can contribute to effect on customer satisfaction, 3) Price cannot contribute to customer satisfaction, 4) Service Quality can contribute to effect on customer loyalty, 5) Product Quality can contribute to effect on customer loyalty, 6) Price can contribute to effect on customer loyalty, 7 ) customer satisfaction cannot contribute to1 effect on customer loyalty.

Published
2022-12-09
How to Cite
Ramadhani, A., & Muchtolifah, M. (2022, December 9). Strategies to Retain Loyalty Through Customer Satisfaction in East Java. Journal of Economics, Business, and Government Challenges, 5(2), 19-26. https://doi.org/https://doi.org/10.33005/ebgc.v5i2.230