Consumer Satisfaction: In the Relationship of Service Quality to Loyalty

Heri Purwanto; Ari Pranaditya; M. Trihudiyatmanto; Anggun Puspitarini

doi:10.2991/978-2-494069-49-7_31

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Consumer Satisfaction: In the Relationship of Service Quality to Loyalty

Authors

Heri Purwanto¹^{, 2}^{, *}, Ari Pranaditya¹, M. Trihudiyatmanto¹^{, 2}, Anggun Puspitarini¹

¹Faculty of Economics Universitas Islam Sultan Agung Semarang, Indonesia

²Faculty of Economics and Business Universitas Sains Al-Qur^an Wonosobo, Indonesia

^*Corresponding author. Email: hpurwanto_pdim5@std.unissula.ac.id

Corresponding Author

Heri Purwanto

Available Online 29 December 2022.

DOI: 10.2991/978-2-494069-49-7_31 How to use a DOI?
Keywords: Customize Service Quality; Consumer Satisfaction; Consumer Loyalty
Abstract: This paper aims to identify factors that influence customers in making decisions to repurchase the required products related to loyalty at the Semar Wonosobo Toserba. The aim is to explore how companies improve customer service and develop effective service methods. The type of research used in this research is quantitative research. The sampling technique in this study uses a non-probability sampling technique, namely a sampling technique that does not provide equal opportunities for each member of the population to be selected as a sample, and by using a sampling method with a purpose. ! the number of samples for the analysis of Structural Equation Modelling (SEM) using the formula number of indicators × 5 to 10 (Ferdinand, 2005). Empirical test results show that service quality is important to customer loyalty through customer satisfaction. Although limited by a small example in the Toserba in Wonosobo city, it can at least add information about the importance of quality in service.
Copyright: © 2023 The Author(s)
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title: Proceedings of the 3rd Borobudur International Symposium on Humanities and Social Science 2021 (BIS-HSS 2021)
Series: Advances in Social Science, Education and Humanities Research
Publication Date: 29 December 2022
ISBN: 10.2991/978-2-494069-49-7_31
ISSN: 2352-5398
DOI: 10.2991/978-2-494069-49-7_31 How to use a DOI?
Open Access: Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

ris enw bib

TY  - CONF
AU  - Heri Purwanto
AU  - Ari Pranaditya
AU  - M. Trihudiyatmanto
AU  - Anggun Puspitarini
PY  - 2022
DA  - 2022/12/29
TI  - Consumer Satisfaction: In the Relationship of Service Quality to Loyalty
BT  - Proceedings of the 3rd Borobudur International Symposium on Humanities and Social Science 2021 (BIS-HSS 2021)
PB  - Atlantis Press
SP  - 178
EP  - 184
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-494069-49-7_31
DO  - 10.2991/978-2-494069-49-7_31
ID  - Purwanto2022
ER  -

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