PENGARUH KUALITAS PRODUK TERHADAP NILAI PELANGGAN DAN KEPUASAN PELANGGAN DAN DAMPAKNYA PADA LOYALITAS PELANGGAN APOTEK DELA SEMARANG

Abstract

Analysis of the influence of product quality research on customer value and customer satisfaction that
impact on customer loyalty pharmacy Dela Semarang. This study aims to: (1) analyze the effect of
product quality on customer value, (2) analyze the effect of product quality to customer satisfaction, (3)
analyze the effect of customer value on customer satisfaction, (4) analyze the effect of customer value on
customer loyalty, and (5) analyze the effect of customer satisfaction on customer loyalty. The data
collection method used in this study questionnaires were 120 respondents who buy drugs in Dela
pharmacies Semarang more than 2 (two) times. Analysis of the data using statistical analysis with the
help of IBM SPSS 19 software program. The results showed that (1) the quality of the product positive
and significant impact on customer value, which increases the quality of the products is also increasing
customer value, (2) the quality of the product positive and significant effect on customer satisfaction,
which increases the quality of the products that customer satisfaction is also increases, (3) customer
value positive and significant effect on customer satisfaction, which increases the value of customers also
increased customer satisfaction, (4) customer value positive and significant effect on customer loyalty,
which increases the value customers will also increase customer loyalty , and (5) customer satisfaction
positive and significant effect on customer loyalty, increase customer satisfaction which then also
increases customer loyalty.
Keywords: Product Quality, Customer Value, Customer Satisfaction, Customer Loyalty