PENGARUH HARGA, KUALITAS PRODUK, DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA TOKO GROSIR SEMBAKO JAYA MULYA RA’AS SUMENEP MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING

MUHAMMAD, IKSAN (2025) PENGARUH HARGA, KUALITAS PRODUK, DAN KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN PADA TOKO GROSIR SEMBAKO JAYA MULYA RA’AS SUMENEP MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING. Skripsi thesis, Institut Teknologi Dan Sains Mandala Jember.

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Abstract

ABSTRACT This research aims to analyze the influence of price, product quality and service quality on customer loyalty in wholesale stores Sembako Jaya Mulya Ra'as Sumenep Through Customer Satisfaction as an Intervening Variable, both directly and indirectly. The type of research used was a quantitative method with a population of customers of the Jaya Mulya Ra'as Sumenep grocery grocery store. The sampling technique applied was a purposive sampling technique, with a sample size of 60 customers. Data was collected through questionnaires distributed online and offline. Data analysis was carried out using multiple linear regression with the help of IBM SPSS version 25 software. Tests carried out included instrument tests (validity and reliability), classical assumption tests (normality, heteroscedasticity and multicollinearity), as well as path analysis, hypothesis testing, Sobel test. The research results show that: price has no direct effect on customer satisfaction, product quality has no direct effect on customer satisfaction, service quality has a direct effect on customer satisfaction, work prices have a direct effect on customer loyalty, product quality has a direct effect on product loyalty, service quality has no direct effect on customer loyalty, customer satisfaction has a direct effect on customer loyalty. mediates the effect of price on customer loyalty, customer satisfaction does not mediate the effect of product quality on customer loyalty, customer satisfaction does not mediate the effect of service quality on customer loyalty. Keywords: Price, Product Quality, Service Quality, Customer Loyalty, Customer Satisfaction

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	MANAJEMEN-S1
Depositing User:	KARIM BUDIONO
Date Deposited:	17 Apr 2026 09:32
Last Modified:	17 Apr 2026 09:32
URI:	http://repo.itsm.ac.id/id/eprint/1753

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