Authors :
Erfina Mei Rahmawati; Sri Hartono
Volume/Issue :
Volume 9 - 2024, Issue 1 - January
Google Scholar :
http://tinyurl.com/5dhz2emm
Scribd :
http://tinyurl.com/4dr8ve84
DOI :
https://doi.org/10.5281/zenodo.10574734
Abstract :
This research was conducted to analyze the
influence of Perceived Product Quality, Perceived Price
Fairness, After-Sales Service Quality, Salesperson's
Credibility on Customer Satisfaction and analyze how
Customer Satisfaction mediates The influence of
Perceived Product Quality, Perceived Price Fairness,
After-Sales Service Quality, Salesperson's Credibility
on Customer Loyalty. Population in this research is as
many as 241 industries pharmacy ever do purchase
product Microbiologics with level purchase at least once
in 1 year. From the results calculation use Slovin's
formula , sum samples studied _ as many as 71
respondents with use simple random sampling
technique was used in a way random without Pay
attention to strata in the population the . The research
method used is a quantitative method with SEM-PLS
analysis. Analysis results show that After-Sales Service
Quality has an influence positive significant towards
Customer Satisfaction. Meanwhile, Perceived Product
Quality, Perceived Price Fairness, and Salesperson's
Credibility are not influential significant towards
Customer Satisfaction. The analysis results also show
that Perceived Price Fairness has an effect significant
towards Customer Loyalty. Meanwhile, Perceived
Product Quality, After-Sales Service Quality, and
Salesperson's Credibility are not influential significant
towards Customer Loyalty. And Customer Satisfaction
does not mediate influence relationship between
Perceived Product Quality, Perceived Price Fairness,
After-Sales Service Quality, Salesperson's Credibility
and Customer Loyalty. Companies must can organize a
good After-Sales Service strategy and the right Price
Fairness as superiority competitive company so that
capable compete with competitors . This can strengthen
long-term relationships with customers and increase
company profitability.
Keywords :
Perceived Product Quality, Perceived Price Fairness, After-Sales Service Quality, Salesperson's Credibility, Customer Satisfaction, and Customer Loyalty.
This research was conducted to analyze the
influence of Perceived Product Quality, Perceived Price
Fairness, After-Sales Service Quality, Salesperson's
Credibility on Customer Satisfaction and analyze how
Customer Satisfaction mediates The influence of
Perceived Product Quality, Perceived Price Fairness,
After-Sales Service Quality, Salesperson's Credibility
on Customer Loyalty. Population in this research is as
many as 241 industries pharmacy ever do purchase
product Microbiologics with level purchase at least once
in 1 year. From the results calculation use Slovin's
formula , sum samples studied _ as many as 71
respondents with use simple random sampling
technique was used in a way random without Pay
attention to strata in the population the . The research
method used is a quantitative method with SEM-PLS
analysis. Analysis results show that After-Sales Service
Quality has an influence positive significant towards
Customer Satisfaction. Meanwhile, Perceived Product
Quality, Perceived Price Fairness, and Salesperson's
Credibility are not influential significant towards
Customer Satisfaction. The analysis results also show
that Perceived Price Fairness has an effect significant
towards Customer Loyalty. Meanwhile, Perceived
Product Quality, After-Sales Service Quality, and
Salesperson's Credibility are not influential significant
towards Customer Loyalty. And Customer Satisfaction
does not mediate influence relationship between
Perceived Product Quality, Perceived Price Fairness,
After-Sales Service Quality, Salesperson's Credibility
and Customer Loyalty. Companies must can organize a
good After-Sales Service strategy and the right Price
Fairness as superiority competitive company so that
capable compete with competitors . This can strengthen
long-term relationships with customers and increase
company profitability.
Keywords :
Perceived Product Quality, Perceived Price Fairness, After-Sales Service Quality, Salesperson's Credibility, Customer Satisfaction, and Customer Loyalty.
