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The Quality of Service and Marketing Strategy to the Satisfaction and its Impact on Customer Loyalty in Mutiara Cahaya Tegal Regency

Journal of Economic Education · Vol. 7 No. 2 (2018) · hlm. 77–83

DOI
10.15294/jeec.v7i2.26193
ISSN
2301-7341
Terbit
2018-10-01
Penerbit
Universitas Negeri Semarang
Bahasa
eng

Abstrak

Today’s the competition in the retail business is very tight, so retail businesses must pay attention to the factors that can influence the development of their business. One of the factors that must be considered is customer loyalty. The objectives of this study are to determine the effect of service quality and product marketing strategy for customer satisfaction, as well as its impact on customer loyalty at Mutiara Cahaya Supermarket Tegal Regency. This study used a quantitative descriptive to explain the causality relationship between service quality and marketing strategies on customer satisfaction, and their impact on customer loyalty. The population was all Mutiara Cahaya Supermarket customers who had a member card with a total sampling of 100 people by using a incidental sampling technique. The research instrument used a questionnaire. Data analysis used multiple regression and path analysis. The results show that there is an influence of service quality and marketing strategy on customer satisfaction, there is an influence of service quality and marketing strategy on customer loyalty. The conclusion shows that there is no influence of service quality on customer loyalty through customer satisfaction, and there is an influence of marketing strategies on customer loyalty through customer satisfaction.

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  • State University of Semarang
  • Sebelas Maret University
  • State University of Makassar
  • Khairun University
  • Afiliasi tidak diketahui
  • Organisasi berbeda
  • Organisasi sama
  • Afiliasi tidak diketahui
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Tampilkan sebagai tabel
Rekan penulisOrganisasiArtikel bersama
Joko WidodoState University of Semarang2
Wijang SakitriAfiliasi tidak diketahui2
Suwarto SuwartoSebelas Maret University1
Suryani Latifah MuwahhidAfiliasi tidak diketahui1
Widiyanto WidiyantoSebelas Maret University1
Suwarto SuwartoSebelas Maret University1
Suryani Latifah MuwahhidSebelas Maret University1
Slamet SumartoAfiliasi tidak diketahui1
Martitah MartitahAfiliasi tidak diketahui1
Ristina YudhantiAfiliasi tidak diketahui1
Tri Joko RaharjoState University of Semarang1
Hidayati Nafi’ahState University of Semarang1
Achmad FaidhaniAfiliasi tidak diketahui1
Khomsun NurhalimAfiliasi tidak diketahui1
Sugiyo SugiyoAfiliasi tidak diketahui1
Santy Indrias TutiAfiliasi tidak diketahui1
Suwito Eko PramonoAfiliasi tidak diketahui1
Imam FahrudinAfiliasi tidak diketahui1
Heni Purwo AstutiAfiliasi tidak diketahui1
Arief YuliantoAfiliasi tidak diketahui1
Amin YusufAfiliasi tidak diketahui1
Merry Diana PuspitasariAfiliasi tidak diketahui1
Hasanuddin HasanuddinState University of Makassar1
Arief YuliantoAfiliasi tidak diketahui1
Ismi FaradilaAfiliasi tidak diketahui1
Tri HartatiKhairun University1
Nina OktarinaAfiliasi tidak diketahui1
Kristi Puspa WardaniAfiliasi tidak diketahui1
Sheilla Az ZahraAfiliasi tidak diketahui1
Ninda Fitriasari UtamiAfiliasi tidak diketahui1
Desi MarintanAfiliasi tidak diketahui1
Sayidah MeyanasariAfiliasi tidak diketahui1
Durotun NafisahState University of Semarang1
Kusfiyani KusfiyaniAfiliasi tidak diketahui1
Rikha Jannah Ayu PratiwiAfiliasi tidak diketahui1
Yuan ArsintaAfiliasi tidak diketahui1
Dian Wahyu PratiwiAfiliasi tidak diketahui1

Afiliasi berasal dari OpenAlex; metadata OAI-PMH jurnal tidak memuatnya. Penulis tanpa ID OpenAlex dicocokkan berdasarkan nama, sehingga dua orang bisa tergabung atau satu orang bisa terpisah.

Sumber metadata: OAI-PMH (metadata jurnal) https://journal.unnes.ac.id/sju/index.php/jeec/oai, pertama di-harvest 6 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en-US">The Quality of Service and Marketing Strategy to the Satisfaction and its Impact on Customer Loyalty in Mutiara Cahaya Tegal Regency</dc:title>
	<dc:creator>Kholipatun, Ratna Dewi</dc:creator>
	<dc:creator>Thomas, Partono</dc:creator>
	<dc:creator>Widiyanto, Widiyanto</dc:creator>
	<dc:description xml:lang="en-US">Today’s the competition in the retail business is very tight, so retail businesses must pay attention to the factors that can influence the development of their business. One of the factors that must be considered is customer loyalty. The objectives of this study are to determine the effect of service quality and product marketing strategy for customer satisfaction, as well as its impact on customer loyalty at Mutiara Cahaya Supermarket Tegal Regency. This study used a quantitative descriptive to explain the causality relationship between service quality and marketing strategies on customer satisfaction, and their impact on customer loyalty. The population was all Mutiara Cahaya Supermarket customers who had a member card with a total sampling of 100 people by using a incidental sampling technique. The research instrument used a questionnaire. Data analysis used multiple regression and path analysis. The results show that there is an influence of service quality and marketing strategy on customer satisfaction, there is an influence of service quality and marketing strategy on customer loyalty. The conclusion shows that there is no influence of service quality on customer loyalty through customer satisfaction, and there is an influence of marketing strategies on customer loyalty through customer satisfaction.</dc:description>
	<dc:publisher xml:lang="en-US">Universitas Negeri Semarang</dc:publisher>
	<dc:date>2018-10-01</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.unnes.ac.id/sju/jeec/article/view/26193</dc:identifier>
	<dc:identifier>10.15294/jeec.v7i2.26193</dc:identifier>
	<dc:source xml:lang="en-US">Journal of Economic Education; Vol 7 No 2 (2018): December 2018; 77-83</dc:source>
	<dc:source>2301-7341</dc:source>
	<dc:source>10.15294/jeec.v7i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.unnes.ac.id/sju/jeec/article/view/26193/11640</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2018 Journal of Economic Education</dc:rights>
</oai_dc:dc>