Electronic Theses and Dissertation

Penelitian ini menganalisis pengaruh kualitas produk, kualitas layanan, dan harga terhadap kepuasan pelanggan serta loyalitas pelanggan Material Galian C di Kabupaten Aceh Besar. Lokasi penelitian dilakukan di Kabupaten Aceh Besar, karena Aceh Besar merupakan lokasi Galian C terbesar di kawasan Banda Aceh dan Aceh Besar. Peralatan analisis data dalam penelitian ini menggunakan analisis jalur dengan menggunakan peralatan analisis data AMOS. Hasil penelitian menunjukkan bahwa kualitas produk, kualitas layanan, dan harga secara keseluruhan telah berjalan dengan baik. Selain itu, terdapat pengaruh signifikan dari kualitas produk, kualitas layanan, dan harga terhadap kepuasan pelanggan. Penelitian ini juga mengidentifikasi bahwa kualitas produk, kualitas layanan, dan harga berpengaruh terhadap loyalitas pelanggan, baik secara langsung maupun tidak langsung melalui mediasi kepuasan pelanggan. Dengan demikian, kepuasan pelanggan menjadi faktor kunci yang memediasi hubungan antara variabel kualitas produk, kualitas layanan, dan harga terhadap loyalitas pelanggan. Temuan ini memberikan implikasi penting bagi pengelola usaha Material Galian C di Kabupaten Aceh Besar dalam meningkatkan kepuasan dan loyalitas pelanggan melalui perbaikan kualitas produk, layanan, dan penyesuaian harga.

This study analyzes the influence of product quality, service quality, and price on customer satisfaction and customer loyalty for Material Galian C in Aceh Besar Regency. The research was conducted in Aceh Besar Regency, as it is the largest Galian C mining area in the Banda Aceh and Aceh Besar region. Data analysis was performed using path analysis with AMOS software. The results indicate that product quality, service quality, and price have generally been well-executed. Moreover, there is a significant influence of product quality, service quality, and price on customer satisfaction. The study also identifies that product quality, service quality, and price affect customer loyalty, both directly and indirectly through the mediation of customer satisfaction. Thus, customer satisfaction serves as a key factor mediating the relationship between product quality, service quality, and price with customer loyalty. These findings have significant implications for business managers of Material Galian C in Aceh Besar Regency to enhance customer satisfaction and loyalty through improvements in product quality, service, and price adjustments.