Periodicity.: July - September 2017
e-ISSN......: 2236-269X
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The Impact of Product Quality, Service Quality, and Customer Loyalty Program perception on Retail Customer Attitude

Ricko Achmadi Putra, Hartoyo Hartoyo, Megawati Simanjuntak

Abstract


This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer behavior, and sales volumes of cement products. This study examines three different cement brands, namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC, a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailers with 100 respondents. The data collection will be done by survey through direct interview by using questionnaires. The analysis of this research uses descriptive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM). The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail customer.



Keywords


Product Quality; Service Quality; Customer Loyalty Program; ANOVA; SEM

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References


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DOI: http://dx.doi.org/10.14807/ijmp.v8i3.632

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