The Influence of Product Quality and Service Quality on Consumer Loyalty is Mediated by Consumer Satisfaction at F.Coffee and Eatery Marina-Walk
Keywords:
Product Quality, Service Quality Satisfaction, LoyaltyAbstract
In increasing consumer loyalty, good quality service is needed for consumers so that it creates a feeling of satisfaction with the service provided.This research aims toknowing the influence of service quality and product quality on customer loyalty is mediated by consumer satisfactionF. Coffee and Eatery Marina-Walk. This research used path analysis and a sample size of 98 respondents at F.Coffee and Eatery Marina-Walk.The results of this research show that: (1)Product quality has a direct and significant effect on consumer satisfaction at F.Coffee and Eatery Marina-Walk, (2)Service quality has a significant direct effect onConsumer Satisfaction at F.Coffee and Eatery Marina-Walk, (3)Product quality has a direct and significant effect on consumer loyalty to F.Coffee and Eatery Marina-Walk, (4) Service Quality has a significant direct effect onLoyalty Consumen at F.Coffee and Eatery Marina-Walk, (5)Consumer satisfaction has a direct and significant effect on consumer loyalty to F.Coffee and Eatery Marina-Walk, (6)Product Quality has no significant effect on Consumer Loyalty through Consumer Satisfaction at F.Coffee and Eatery Marina-Walk, and(7)Service Quality does not have a significant effect on Consumer Loyalty through Consumer Satisfaction at F.Coffee and Eatery Marina-Walk.
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