The Role of Customer Satisfaction in Mediates the Influence of Product Quality on Consumer Loyalty
DOI:
https://doi.org/10.55927/ijabm.v4i1.12Keywords:
Consumer Loyalty, Customer Satisfaction, Product Quality, Semen IndonesiaAbstract
Building material production firms in Indonesia have a unique opportunity as a result of the increase in national growth, especially in Denpasar City. Customers are more picky about what they buy because there are so many different cement brands available. Companies must cultivate loyalty among their current clientele in addition to focusing on attracting new ones if they want to stay competitive. This study's goal is to use customer happiness as a mediating variable to explain how product quality affects customer loyalty. Respondents who have made purchases from PT Semen Indonesia in Denpasar City were the subjects of the study. Purposive sampling was used to choose the 110 respondents that made up the research sample. and distributed using Google Forms based on specific criteria. This study was measured using 11 indicators, and the analysis tool used was SSPS (Statistical Product and Service Solutions). The research findings indicate that Every theory was approved. Customer loyalty and happiness are positively and significantly impacted by product quality. Additionally, customer satisfaction has a favorable and noteworthy impact. as a mediator of product quality on consumer loyalty. The implementation of this study suggests that in creating customer loyalty, the management of PT Semen Indonesia is expected to optimize the quality of their products and customer satisfaction
References
Alam, I. K., & Sarpan, S. (2023). Pengaruh Kualitas Produk, Kepuasan Pelanggan Dan Promosi Penjualan Terhadap Minat Beli Ulang Ulang Mazaya Dekoratif Dan Skincare Pada Toko Tangga Mas Tambun. Jurnal Ikrath-Ekonomika Universitas Persada Indonesia Y.A.I, 6(2), 284–291. https://journals.upi-yai.ac.id/index.php/Ikraith-Ekonomika
Albarq, A. N. (2023). The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust. The Impact of CKM and Customer Satisfaction on Customer Loyalty in Saudi Banking Sector: The Mediating Role of Customer Trust. MDPI, 13(90), 1–13. https://doi.org/10.3390/admsci
Alfareza, T. H., & Sukaatmadja, I. P. G. (2024). Peran Kepuasan Memediasi Kualitas Produk Terhadap Loyalitas Pelanggan. E-Jurnal Manajemen Universitas Udayana, 13(4), 558–581. https://doi.org/10.24843/ejmunud.2024.v13.i04.p02
Andrian, Putra, C. I. W., Jumawan, & Nursal, M. F. (2022). Perilaku Konsumen (R. Iye & E. D. Widyawaty, Eds.; 1st ed.). Penerbit Rena Cipta Mandiri.
Arsal, D. (2024). Embracing Challenges for Growth Recovery. www.sig.id
Aulia, I., & Furyanah, A. (2022). Pengaruh Kualitas Produk dan Kualitas Pelayanan terhadap Kepuasan Pelanggan pada CV Langit Biru Tangerang. Jurnal Manajemen Dan Sumberdaya Universitas Pamulang, 1(2), 136–141. http://journal.ainarapress.org/index.php/lms
Badan Pusat Statistik. (2021a). Hasil Sensus Penduduk (SP2020). https://www.bps.go.id/
Badan Pusat Statistik. (2021b). Proyeksi Penduduk Kota Denpasar (Jiwa) 2018-2020. https://bali.bps.go.id/
Budhiana, N. (2022, November 30). Konsumsi Semen di Bali Meningkat. Antara News Bali. https://bali.antaranews.com/berita/31025/konsumsi-semen-di-bali-meningkat
David, F. R., & David, F. R. (2017). Strategic Management : A Competitive Advantage Approach, Concepts and Cases - Sixteenth Edition (16th ed.). Pearson Education Limited.
FoEh, J. E. H. J., & Anggoro, D. P. (2022). Pengaruh Citra Merek, Kualitas Produk, Dan Promosi Terhadap Loyalitas Konsumen Dengan Kepuasan Konsumen Sebagai Variabel Intervening Pada Produk Indomie di Superindo Kecamatan Babelan, Kabupaten Bekasi. Ultima Management Universitas Bhayangkara Jakarta Raya, 14(2), 258–275.
Indrawan, R. A., & Puspitasari, I. (2022). Studi Perbandingan Merek Semen (Tiga Roda, Dynamic dan Merah Putih) Sebagai Campuran Pembuatan Beton Normal Terhadap Biaya dan Kuat Tekan Beton. TEDC, 16(2), 142–147. eera.civilundip@gmail.com
Kotler, P., & Armstrong, G. (2012). Principles of Marketing (S. Yagan & E. Svendsen, Eds.; 14th ed.). Pearson Education Inc. www.pearsonhighered
Kotler, P., & Keller, K. L. (2016). Marketing Management (S. Wall & D. Petrino, Eds.; 15th ed.). Pearson Education Limited. www.pearsonhighered
Kusnandar, V. B. (2021). PDRB Harga Berlaku Kabupaten/Kota di Provinsi Bali (2020). https://databoks.katadata.co.id/datapublish/2021/10/27/perekonomian-kota-denpasar-terbesar-di-bali-pada-2020
Lestari, R. (2022, January 24). Berhasil Tumbuh 5,9 Persen, Konsumsi Semen 2021 Masih Belum Pulih. EKONOMI.
Lidyawati, L. (2022). Faktor - Faktor Yang Mempengaruhi Perilaku Konsumen Dalam Menggunakan Skincare Impor [Sekolah Tinggi Ilmu Ekonomi Indonesia]. http://repository.stei.ac.id/7711/3/BAB%202.pdf
Meilisa, M., & Artina, N. (2023). Pengaruh Kualitas Produk, Harga, Kepuasan Konsumen Terhadap Loyalitas Pelanggan French Bakery & Bistro Atmo. MDP Student Conference (MSC) 2023, 394–400.
Munfaqiroh, S., Agung, A. M. S., & Sugiharto, D. P. (2022). Pengaruh Brand Image Dan Kualitas Produk Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Sebagai Variabel Intervening. Jurnal Manajemen Dirgantara STIE Malangkucecwara, 15(2), 292–300. https://doi.org/10.56521/manajemen-dirgantara.v15i2.765
Najib, R. G., Dewi, R. S., & Suryoko, S. (2022). Pengaruh Kualitas Produk Dan E-Service Quality Terhadap Kepuasan Pelanggan (Studi Pada Konsumen Lazada di Semarang). Jurnal Ilmu Administrasi Bisnis Universitas Diponegoro, 11(2), 347–358. https://ejournal3.undip.ac.id/index.php/jiab
Nurwianawati, O. (2022). Jurnal Manajemen dan Kearifan Lokal Indonesia Pengaruh Kualitas Produk, Citra Merek dan Materialisme Terhadap Kepuasan Pelanggan. Jurnal Manajemen dan Kearifan Lokal Indonesia Universitas Bojonegoro, 6(2), 95–106. https://doi.org/10.26805/jmkli.v6i2.155
Nuryati, N. G. A. P., Marta, I. N. G., & Dewi, I. G. A. M. P. (2023). Pengaruh Kualitas Produk Dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada Padma Herbal Bali Di Kabupaten Tabanan. Jurnal Satyagraha Universitas Mahendradatta, 6(1), 237–245. http://ejournal.universitasmahendradatta.ac.id/index.php/satyagraha
Pattilasa, A. A., & Dwiridotjahtjono, J. (2023). Pengaruh Brand Awareness dan Kualitas Produk terhadap Loyalitas Pelanggan melalui Kepuasan Konsumen sebagai Variabel Intervening. Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah, 5(6), 2687–2700. https://doi.org/10.47467/alkharaj.v5i6.3173
Pemayun, T. I. P. K., & Kusumadewi, N. M. W. (2024). Peran Kepuasan Memediasi Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan. E-Jurnal Manajemen Universitas Udayana, 13(5), 746–767. https://doi.org/10.24843/ejmunud.2024.v13.i05.p02
Pratiwi, D., Rivai, A. K., & Siregar, M. E. S. (2022). Efek Mediasi Kepuasan Konsumen Terhadap Kualitas Layanan, Citra Merek dan Kepercayaan Konsumen Terhadap Loyalitas Pelanggan. Jurnal Bisnis, Manajemen, Dan Keuangan Universitas Negeri Jakarta, 3(2), 489–501.
Pusat Pengembangan Kawasan Perkotaan. (2017). Profil Kota Denpasar. http://perkotaan.bpiw.pu.go.id/v2/kota-besar/1
Putri, K. A. A. A. D., & Rastini, N. M. (2022). Peran Kepuasan Konsumen Memediasi Pengaruh Kualitas Produk Terhadap Loyalitas Pelanggan. E-Jurnal Manajemen Universitas Udayana, 11(10), 1771–1791. https://doi.org/10.24843/ejmunud.2022.v11.i10.p02
Rahman, F., Yunus, M., Hasbullah, A. N., Sa’ud, M., & Ainurrahman. (2022). Strategi Marketing Mix di PT. Semen Indonesia Pabrik Tuban. The Muslim Research Comunity, 3(1), 37–45. https://prosiding.stainim.ac.id
Ramli, R. R., & Ika, A. (2022, January 9). Persaingan Industri Semen Makin Ketat, Semen Indonesia Fokus Kolaborasi dan Inovasi Produk. Kompas. https://money.kompas.com/read/2022/01/09/150000526/persaingan-industri-semen-makin-ketat-semen-indonesia-fokus-kolaborasi-dan?page=all
Rane, N., Choudhary, S., & Rane, J. (2023). Metaverse for Enhancing Customer Loyalty: Effective Strategies to Improve Customer Relationship, Service, Engagement, Satisfaction, and Experience. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.4624197
Rane, N. L., Achari, A., & Choudhary, S. P. (2023). Enhancing Customer Loyalty Through Quality of Service: Effective Strategies to Improve Customer Satisfaction, Experience,Relationship, and Engagement. International Research Journal of Modernization in Engineering Technology and Science, 05(05), 427–452. https://doi.org/10.56726/irjmets38104
Riyadi, M. E. Y., & Erdiansyah, R. (2022). Pengaruh Kualitas Pelayanan Dan Kualitas Produk Terhadap Loyalitas Pelanggan Melalui Kepuasan Konsumen. Jurnal Manajemen Bisnis Dan Kewirausahaan, 7(2), 356–367.
Sari, M., Hardianto, & Syari’ati, R. N. (2020). Statistik Perumahan dan Permukiman 2019. Badan Pusat Statistik (BPS).
Sudarsono, A., Ariyanto, A., & Akbar, M. F. (2022). Pengaruh Kualitas Produk Dan Harga Terhadap Kepuasan Pelanggan Yang Berdampak Pada Volume Penjualan. Jurnal Niagawan Universitas Pamulang, 11(3), 245–255.
Yahya, H. (2021). Statistik Demografi dan Sosial Ekonomi Rumah Tangga Provinsi Bali 2020. Badan Pusat Statistik (BPS) Bidang Statistik Sosial Provinsi Bali.
Yum, K., & Yoo, B. (2023). The Impact of Service Quality on Customer Loyalty through Customer Satisfaction in Mobile Social Media. Sustainability (Switzerland), 15(14). https://doi.org/10.3390/su151411214
