PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN MELALUI KEPUTUSAN PEMBELIAN SEBAGAI VARIABEL INTERVENING (Studi kasus pada cafe AADK di Malang )
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Institusion

Universitas Muhammadiyah Malang

Author

Sulistiyaningsih, Siti Indah Purwanti

Subject

HB Economic Theory 

Datestamp

2022-11-25 01:15:18 

Abstract :
This study aims to describe the effect of product and service quality on customer satisfaction through purchasing decisions as an intervention variable. This research was conducted at Cafe AADK Malang. This study used a non-probability sampling technique with a purposive sampling technique with a total sample of 90 customers at Cafe AADK Malang. Data collection techniques in this study used a questionnaire. The data analysis technique in this research is Partial Least Square (PLS). The results of this study indicate that product quality has a significant effect on purchasing decisions. Product quality has a significant effect on customer satisfaction. Service quality has no significant effect on customer satisfaction. Purchase decisions influence customer satisfaction. Product quality can mediate customer satisfaction through purchasing decisions. Product quality can?t mediate customer satisfaction through purchasing decisions. 

File :
PENDAHULUAN.pdf
BAB I.pdf
BAB II.pdf
BAB III.pdf
BAB IV.pdf
BAB V.pdf
LAMPIRAN.pdf