STRENGTHENING PRODUCT QUALITY AS A BASIC PRINCIPLE IN BUSINESS
DOI:
https://doi.org/10.32493/Inovasi.v9i1.p23-29.23592Abstract
Quality is a guarantee for the existence of a business, even quality is the main requirement in long-term strategic planning. The reason is, quality or quality is the value that consumers need, and in return, consumers will always buy the product or service being sold. In principle, this research focuses on the study of product quality which has implications for loyalty with satisfaction as an intervening. The scientific method used in describing, interpreting, and drawing conclusions is based on quantitative. The analysis technique uses multiple linear regression statistics, which in its operation uses data from the distribution of questionnaires. Sampling was done at simple random to 97 consumers of PT. Kobe Main Cuisine. The results of the study explain that the quality of a product affects consumers' emotions, which then results in feelings of pleasure or satisfaction, from these positive feelings, an experience is built that directs consumers to always make repeated purchases. Interestingly, the research results show that loyalty is very likely to occur if satisfaction is built through product quality.
Keywords: Product Quality, Satisfaction, Loyalty, Business Fundamentals
References
Hoe, L. C., & Mansori, S. (2018). The effects of product quality on customer satisfaction and loyalty: Evidence from Malaysian engineering industry. International Journal of Industrial Marketing, 3(1), 20.
Cetin, G. (2020). Experience vs quality: predicting satisfaction and loyalty in services. The Service Industries Journal, 40(15-16), 1167-1182.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total quality management, 20(4), 423-443.
Canalejo, A. M. C., & del RÃo, J. A. J. (2018). Quality, satisfaction and loyalty indices. Journal of Place Management and Development.
Mahamad, O., & Ramayah, T. (2010). Service quality, customer satisfaction and loyalty: A test of mediation. International business research, 3(4), 72.
Meesala, A., & Paul, J. (2018). Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. Journal of Retailing and Consumer Services, 40, 261-269.
Albari, A., & Kartikasari, A. (2019). The influence of product quality, service quality and price on customer satisfaction and loyalty. Asian Journal of Entrepreneurship and Family Business, 3(1), 49-64.
Diputra, I. G. A. W., & Yasa, N. N. (2021). The influence of product quality, brand image, brand trust on customer satisfaction and loyalty. American International Journal of Business Management (AIJBM), 4(1), 25-34.
Kasiri, L. A., Cheng, K. T. G., Sambasivan, M., & Sidin, S. M. (2017). Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty. Journal of Retailing and Consumer Services, 35, 91-97.
Mohd Suki, N. (2017). Green products usage: structural relationships on customer satisfaction and loyalty. International Journal of Sustainable Development & World Ecology, 24(1), 88-95.
Rashid, A., & Rokade, V. (2019). Service quality influence customer satisfaction and loyalty. UKH Journal of Social Sciences, 3(1), 50-61.
Chen, C. F., & Tsai, M. H. (2008). Perceived value, satisfaction, and loyalty of TV travel product shopping: Involvement as a moderator. Tourism management, 29(6), 1166-1171.
Gumussoy, C. A., & Koseoglu, B. (2016). The effects of service quality, perceived value and price fairness on hotel customers’ satisfaction and loyalty. Journal of Economics, Business and Management, 4(9), 523-527.
Joudeh, J. M., & Dandis, A. (2018). Service quality, customer satisfaction and loyalty in an internet service providers. International Journal of Business and Management, 13(8), 108-120.
Yang, K. F., Yang, H. W., Chang, W. Y., & Chien, H. K. (2017, December). The effect of service quality among customer satisfaction, brand loyalty and brand image. In 2017 IEEE international conference on industrial engineering and engineering management (IEEM) (pp. 2286-2290). IEEE.
Wantara, P., & Tambrin, M. (2019). The Effect of price and product quality towards customer satisfaction and customer loyalty on madura batik. International Tourism and Hospitality Journal, 2(1), 1-9.
Sari, M., Siswati, T., Suparto, A. A., Ambarsari, I. F., Azizah, N., Safitri, W., & Hasanah, N. (2022). Metodologi penelitian. Global Eksekutif Teknologi.
Downloads
Published
How to Cite
Issue
Section
License
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
INOVASI: journal of managenet have CC-BY-SA or an equivalent license as the optimal license for the publication, distribution, use, and reuse of scholarly work.
In developing strategy and setting priorities, INOVASI: JOURNAL OF MANAGEMENT recognize that free access is better than priced access, libre access is better than free access, and libre under CC-BY-SA or the equivalent is better than libre under more restrictive open licenses. We should achieve what we can when we can. We should not delay achieving free in order to achieve libre, and we should not stop with free when we can achieve libre.
