Kusuma, NandaPrimidya (2014) Analyzing the Effect of Product Quality on Customer Satisfaction and Customer Loyalty in Indonesian SME’s, (Case Study on the Customer of Batik Bojonegoro Marely Jaya). Sarjana thesis, Universitas Brawijaya.
English Abstract
Marely Jaya is one of the Small Medium Enterprises which produces Batik Bojoengoro. Method in producing Batik fabrique in Marely Jaya is still using a traditioal method. Traditional method which use in producing Batik makes the fabrique quality more durable in long term period. Innovative and creative design of Batik pattern by Marely Jaya is also contributes to the product appeals. The purpose of this study is to analyzing the effect of product quality on the satisfaction and loyalty of the Marely Jaya’s customers. This study will explain about how influential the quality product to the customer satisfaction and customer loyalty. The research method used in this research is using an explanatory with quantitative method. This method is usefeull to understand how influential the items within the product quality on the customer satisfaction and customer loyalty. Questionnaires is use in this research to gathering data directly from the customers. The result of the study is shows that product quality is affecting the customer satisfaction fellings, and customer loyalty behaviour, and also shows that customer satisfaction is affecting the customer loyalty.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2014/412/051406303 |
| Subjects: | 600 Technology (Applied sciences) > 658 General management |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Endang Susworini |
| Date Deposited: | 02 Oct 2014 14:02 |
| Last Modified: | 22 Oct 2021 12:50 |
| URI: | http://repository.ub.ac.id/id/eprint/116520 |
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