Open AccessEffect of Quality Product and Quality Service through Customer Satisfaction on Customer Loyalty in PT Pegadaian ITC Cipulir Jakarta
Author(s) -
Anisa Dwi Rianawaty,
Suharto Suharto,
Ismail Razak
Publication year - 2019
Publication title -
international journal of business and applied social science
Language(s) - English
Resource type - Journals
ISSN - 2469-6501
DOI - 10.33642/ijbass.v5n5p1
Subject(s) - nonprobability sampling , customer satisfaction , business , loyalty business model , service quality , product (mathematics) , path analysis (statistics) , quality (philosophy) , loyalty , marketing , service (business) , business administration , mathematics , medicine , statistics , geometry , population , philosophy , environmental health , epistemology
This study aimed to analyze the effect of product quality and service quality on customer loyalty through customer satisfaction at PT Pegadaian (Persero). Data analysis using path analysis with samples are 215 respondents and technique sampling with purposive sampling. The results showed that the quality of product and service quality through customer satisfaction indirectly no significant effect on customer loyalty.