Analisis Kausalitas antara Kualitas Produk, Kualitas Pelayanan, dan Loyalitas Pelanggan di PT. FIFGROUP

Yayang Qowiyah Al Zahro Qowiyah Al Zahro; Anita Nurfida; Fatoni Fatoni

doi:10.30737/jurmatis.v6i2.5812

Analisis Kausalitas antara Kualitas Produk, Kualitas Pelayanan, dan Loyalitas Pelanggan di PT. FIFGROUP

Authors

Yayang Qowiyah Al Zahro Qowiyah Al Zahro Program Studi Teknik Industri, Fakultas Teknik dan Ilmu Komputer, Universitas Indraprasta PGRI Jakarta
Anita Nurfida Program Studi Teknik Industri, Fakultas Teknik dan Ilmu Komputer, Universitas Indraprasta PGRI Jakarta
Fatoni Fatoni Program Studi Teknik Industri, Fakultas Teknik dan Ilmu Komputer, Universitas Indraprasta PGRI Jakarta

DOI:

https://doi.org/10.30737/jurmatis.v6i2.5812

Keywords:

Customer Expectations, Customer Loyalty, Digital Era, Fast Service, Service Complaints

Abstract

In the digital era, FIFGROUP must meet customer expectations with fast service. This study analyzes the impact of service complaints on customer loyalty using Smart PLS and Fishbone Diagram for identifying key factors. The research employs a quantitative design with a survey approach to assess the impact of product and service quality on Spektra customer loyalty at FIFGROUP. Utilizing a sample of 100 respondents from Kranggan Cibubur, the study gathers in-depth data through questionnaires and observations. The research procedure involves a two-way model to analyze variable relationships, validity, reliability, and mediation effects, with Fishbone Diagram for identifying and prioritizing main problem causes at FIFGROUP. Improvement in product quality (coefficient 0.261; T-statistic 2.902) and service (coefficient 0.206; T-statistic 2.070) at Spektra FIFGROUP significantly enhances customer loyalty. Resource optimization and service digitalization are crucial for long-term effectiveness.

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Published

2024-08-26

How to Cite

[1]

Y. Q. A. Z. Qowiyah Al Zahro, A. Nurfida, and F. Fatoni, “Analisis Kausalitas antara Kualitas Produk, Kualitas Pelayanan, dan Loyalitas Pelanggan di PT. FIFGROUP”, JURMATIS, vol. 6, no. 2, Aug. 2024.

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Issue

Vol. 6 No. 2 (2024): August

Section

Articles

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