THE IMPACT OF PRODUCT QUALITY, SERVICE QUALITY, AND CUSTOMER LOYALTY PROGRAM PERCEPTION ON RETAIL CUSTOMER ATTITUDE
Fuente:
Redalyc
Saved in:
| Main Author: | |
|---|---|
| Format: | Artículo científico |
| Language: | en |
| Published: |
Instituto Federal de Educação, Ciência e Tecnologia de São Paulo
2017
|
| Subjects: | |
| Online Access: | |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| _version_ | 1876443878869958656 |
|---|---|
| author | Ricko Achmadi Putra |
| author_facet | Ricko Achmadi Putra |
| contents | THE IMPACT OF PRODUCT QUALITY, SERVICE QUALITY, AND CUSTOMER LOYALTY PROGRAM PERCEPTION ON RETAIL CUSTOMER ATTITUDE Ricko Achmadi Putra Hartoyo Hartoyo Megawati Simanjuntak Administración y Contabilidad SEM ANOVA Product Quality Service Quality Customer Loyalty Program This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer beh avior, and sales volumes of cement products. This study examines three different cement brands , namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC , a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailer s with 100 respondents. The data collection will be done by survey through direct interview by using questionnaire s. Th e analysis of this research uses descript ive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM). The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail custome. 2017 artículo científico 2236-269X https://www.redalyc.org/articulo.oa?id=449552566014 en http://www.redalyc.org/revista.oa?id=4495 Independent Journal of Management & Production application/pdf Instituto Federal de Educação, Ciência e Tecnologia de São Paulo Independent Journal of Management & Production (Brasil) Num.3 Vol.8 |
| format | Artículo científico |
| id | redalyc_449552566014 |
| institution | Redalyc |
| language | en |
| publishDate | 2017 |
| publisher | Instituto Federal de Educação, Ciência e Tecnologia de São Paulo |
| spellingShingle | THE IMPACT OF PRODUCT QUALITY, SERVICE QUALITY, AND CUSTOMER LOYALTY PROGRAM PERCEPTION ON RETAIL CUSTOMER ATTITUDE Ricko Achmadi Putra Administración y Contabilidad SEM ANOVA Product Quality Service Quality Customer Loyalty Program THE IMPACT OF PRODUCT QUALITY, SERVICE QUALITY, AND CUSTOMER LOYALTY PROGRAM PERCEPTION ON RETAIL CUSTOMER ATTITUDE Ricko Achmadi Putra Hartoyo Hartoyo Megawati Simanjuntak Administración y Contabilidad SEM ANOVA Product Quality Service Quality Customer Loyalty Program This journal examines the relationship between perception of product quality, perception of service quality, perception of Customer Loyalty Program on retail customer beh avior, and sales volumes of cement products. This study examines three different cement brands , namely cement XYZ with the largest market share, cement PQR which is the main competitor, as well as cement ABC , a newcomer cement brand which is strong enough to enter the Indonesian cement market. The research is focused on the building material retailer s with 100 respondents. The data collection will be done by survey through direct interview by using questionnaire s. Th e analysis of this research uses descript ive analysis, analysis by ANOVA and also inferential analysis by using Structural Equation Model (SEM). The results of this study indicate that from the factors that influence the attitudes of retail customers of the three variables tested, only one dominant factor which influences the attitude of retail customers, which is the perception of the product quality. The results of this research also show that the perception of product quality also affects sale volume significantly, the greater the perception of the quality of cement products, the greater the volume of sales generated by the retail custome. 2017 artículo científico 2236-269X https://www.redalyc.org/articulo.oa?id=449552566014 en http://www.redalyc.org/revista.oa?id=4495 Independent Journal of Management & Production application/pdf Instituto Federal de Educação, Ciência e Tecnologia de São Paulo Independent Journal of Management & Production (Brasil) Num.3 Vol.8 |
| title | THE IMPACT OF PRODUCT QUALITY, SERVICE QUALITY, AND CUSTOMER LOYALTY PROGRAM PERCEPTION ON RETAIL CUSTOMER ATTITUDE |
| topic | Administración y Contabilidad SEM ANOVA Product Quality Service Quality Customer Loyalty Program |
| url | https://www.redalyc.org/articulo.oa?id=449552566014 |