THE INFLUENCE OF PRODUCT QUALITY ON CUSTOMER SATISFACTION AND LOYALTY AT PHD (PIZZA HUT DELIVERY) SUTOMO MARAPALAM PADANG

Main Article Content

Siska Ananda Putri
Agus Sutardjo
Sunreni Sunreni

Abstract

The results of this study aim to determine which indicators are dominant in terms of product quality, customer satisfaction and customer loyalty at Pizza Hut Delivery Marapalam Padang, to determine the effect of product quality on customer satisfaction at Pizza Hut Delivery Marapalam Padang and to determine the effect of product quality satisfaction on loyalty. customers at Pizza Hut Delivery Marapalam Padang. This research uses the classic assumption test which consists of normality test, heroskadicity test and simple regression test, t test. Results from Research The dominant indicator on the product quality variable is reliability with a TCR value of 84.10%, the dominant indicator on the customer satisfaction variable is Willingness to recommend with a TCR value of 84.10% and the dominant indicator on the variable customer loyalty is an indicator of retention with a TCR value of 83.20%. The product quality variable has t arithmetic (7.061) > t table (1.983) and the calculated sig value obtained is 0.000 <0.05. This means that H1 is accepted and Ho is rejected. So it can be concluded that product quality has a significant effect on customer satisfaction at Pizza Hut Delivery Marapalam Padang. The product quality variable has t count (6,202) > t table (1,983) and the calculated sig value obtained is 0.000 <0.05. This means that H2 is accepted and Ho is rejected. So it can be concluded that product quality has a significant effect on customer loyalty at Pizza Hut Delivery Marapalam Padang

Article Details

How to Cite
Ananda Putri, S., Sutardjo, A., & Sunreni, S. (2022). THE INFLUENCE OF PRODUCT QUALITY ON CUSTOMER SATISFACTION AND LOYALTY AT PHD (PIZZA HUT DELIVERY) SUTOMO MARAPALAM PADANG. INTERNATIONAL CONFERENCE ON GLOBAL EDUCATION, 827-836. Retrieved from https://ejurnal.unespadang.ac.id/index.php/ICGE/article/view/166
Section
ECONOMICS, MANAGEMENT, AND ACCOUNTING (ICGE IX)

References

[1] Abu, Ahmadi and Supriyono, Widodo. 2012. Psychology of Learning . Jakarta: Rineka Cipta.
[2] Agussalim Manguluang, 2015. Advanced Statistics , Ekasakti Press, Padang
[3] Akbar Dwi Yulianto. 2017. Effect of Price, Product Quality and Service Quality on Customer Satisfaction Kentucky Fried Chicken (KFC) Surabaya. Vol. 3, No.1.
[4] Ali, Hassan. 2013. Marketing and Choice Cases . Caps (Center For Academic Publishing Service).Yogyakarta.
[5] Alma, Buchari. 2012. Marketing Management And Marketing Services . Bandung : Alphabeta.
[6] Amir, MT (2013). Educational Innovation Through Problem Based Learning: How Educators Empower Students in the Knowledge Age. Jakarta: Kencana.
[7] Armstrong, Gary & Philip, Kotler. (2012) Marketing Fundamentals . Volume I, Translated by Alexander Sindoro and Benjamin Molan. Jakarta: Prenhalindo Publisher
[8] Arikunto, S. 2012. Research Procedure: A Practical Approach . Jakarta: Rineka Cipta
[9] Basu, Swastha. 2010. Marketing Management: Consumer Behavior and Analysis. Yogyakarta. BPFE UGM
[10] Buchari, Alma. (2013). Marketing Management and Services Marketing . Bandung, CV Alfabeta.
[11] Danang Sunyoto. 2013. Fundamentals of Marketing Management. Yogyakarta: CAPS.
[12] Daryanto and Setyobudi, Ismanto. 2014. Consumers and Excellent Service. Yogyakarta: Gava Media
[13] Daryanto. 2013. Sari Lecture on Marketing Management . Mold II. One country. Bandung
[14] Fandy Tjiptono, and Gregory Chandra. 2012. Service, Quality And Satisfaction . Yogyakarta.Andi.
[15] Fandy Tjiptono. 2012 . Marketing Strategy , ed. 3, Yogyakarta, Andi.
[16] Fandy, Tjiptono. 2011. Service Management Realizing Excellent Service . Edition. 2. Yogyakarta: Andi.
[17] Freddy Rangkuti. 2014. Marketing Research . Gramedia Pustaka Utama, Jakarta.
[18] Ghozali, Imam. 2016. Application of Multivariate Analysis With IBM Program. Spss 24 (Sixth Edition.) Semarang: Diponegoro University.
[19] Griffin, Jill. 2012. Customer Loyalty: How To Learn It, How To Keep It . Jakarta: Erlangga.
[20] Keegan, Warren J. and Green C. Mark. (2013). Global Marketing 7thed . Edinburgh, England: Pearson Education
[21] Kotler, Philip and Kevin Lane Keller, (2016): Marketing Management , 15th Edition New Jersey: Pearson Pretice Hall, Inc.
[22] Kotler, Philip, and Gary Armstrong 2012. Principles of Marketing. Edition 13. Volume 1. Erlangga : Jakarta
[23] Kotler, Philip, Kevin Lane Keller. (2012). Marketing Management , 14th Edition United States of America : Pearson
[24] Kotler, Philip. 2013. Marketing Management . Indonesian thirteenth edition. Volumes 1 and 2. Jakarta : Erlangga
[25] Lovelock, Christopher, Jochen Wirtz, & Jacky Mussry. 2011. Service Marketing. edition 7. Erlangga: Jakarta
[26] Lupiyoadi, Rambat. 2014. Service Marketing Management . Edition 3. Jakarta: Salemba Empat.
[27] Maulana, Herlian. "The Effect of Product Quality on Customer Satisfaction at Ud. Subur Jaya Furniture Samarinda." (2019).
[28] Mursid, M, Drs. (2014). Marketing Management . Jakarta: Earth Literacy
[29] Nasution, M. Nur. 2015. Integrated Quality Management (Total Quality Management). Jakarta: Ghalia Indonesia.
[30] Rangkuti, Freddy. (2015). Marketing Research . Twelfth print. Jakarta: Gramedia Pustaka Utama.
[31] Sugiyono. (2016). Quantitative, Qualitative and R&D Research Methods . Bandung: PT Alphabet.
[32] Sunyoto, Danang. 2015. Basic Concepts of Marketing Research and Consumer Behavior . CAPS, Yogyakarta.
[33] Suparyanto, Rosad. 2015. Marketing Management . Bogor: In Media
[34] Sutisna, 2012, Consumer Behavior and Marketing Communication , Second Edition,. Bandung: Youth Rosda Karya.
[35] Swastha, Basu. 2010. Sales Management: Sales Implementation , BPFE-Yogyakarta
[36] Tjiptono, Fandy. (2014). Service Management Realizing Excellent Service, Edition 2. Yogyakarta: Andi.
[37] Widodo in Wedarini, Ni Made Sinta. 2012. The effect of product quality on customer satisfaction and loyalty telkom flexi. Bali: Udayana University. Thesis