The Effect of Product Quality and Distinctiveness on Consumer Loyalty Mediated by Consumer Satisfaction

Hanif Mutiara  Rohmah; Sunaryo; Nanang Suryadi

doi:10.54783/ijsoc.v5i2.709

Hanif Mutiara Rohmah Brawijaya University, Malang, Indonesia
Sunaryo Brawijaya University, Malang, Indonesia
Nanang Suryadi Brawijaya University, Malang, Indonesia

DOI: https://doi.org/10.54783/ijsoc.v5i2.709

Keywords: Product Quality, Distinctiveness, Consumer Satisfaction, Consumer Loyalty.

Abstract

This research aims to analyze the effect of product quality, distinctiveness, and consumer satisfaction on consumer loyalty; examine the effect of product quality and distinctiveness on consumer loyalty mediated by consumer satisfaction. This research employed quantitative approach by using 190 customer of Sambel Pecel Karangsari Blitar as the sample. The sampling technique used in this research is accidental sampling in collecting the respondents and purposive sampling in choosing respondents with the criteria matched to the research objectives. Ordinary Least Square (OLS) and Path analysis are the method used to conduct the research analysis. The results showed product quality had significant positive influence on consumer loyalty; distinctiveness had significant positive influence on consumer loyalty; consumer satisfaction had significant positive influence on consumer loyalty; product quality had direct influence on consumer loyalty; distinctiveness had direct influence on consumer loyalty; there are direct and indirect influence of product quality on consumer loyalty through consumer satisfaction since the direct influence is greater than the indirect influence based on path analysis result; there is also a similar result of direct and indirect influence of distinctiveness on consumer loyalty through consumer satisfaction since the direct influence is greater than the indirect influence based on path analysis result. Sobel test proved that consumer satisfaction successfully acted as partial mediating variable.

References

Ahmad Zikri, M. I. H. (2022). Analisis Kualitas Pelayanan Pengiriman Barang terhadap Kepuasan Konsumen pada PT Pos Indonesia Regional I Sumatera. Jurnal Ilmu Komputer, Ekonomi dan Manajemen (JIKEM), 1(1).

Ahrholdt, D. C., Gudergan, S. P., & Ringle, C. M. (2019). Enhancing Loyalty: When Improving Consumer Satisfaction and Delight Matters. Journal of Business Research, 94. https://doi.org/10.1016/j.jbusres.2018.08.040

Cahyani, P. D., Susanto, & Nurullaila. (2021). The Effect of Brand Image, Product Quality and Consumer Satisfaction on Consumer Loyalty (Case Study of Bu Widodo’S Gudeg Restaurant in Wijilan). International Journal of Economics, Bussiness and Accounting Research (IJEBAR), 5(3).

Chen, Q., Huang, R., & Zhang, A. (2020). A bite of nostalgia: The influence of nostalgia in consumers’ loyalty intentions at traditional restaurants. Journal of Hospitality and Tourism Management, 45. https://doi.org/10.1016/j.jhtm.2020.10.016

Drotar, M. C. (2005). Book Reviews: Simply Better: Winning and Keeping Customers by Delivering What Matters Most by Patrick Barwise and Sean Meehan, and Marketing as Strategy: Understanding the CEO’s Agenda for Driving Growth and Innovation by Nirmalya Kumar. Journal of Product Innovation Management, 22(4). https://doi.org/10.1111/j.0737-6782.2005.133_5.x

Drummond, K. E., & Brefere, L. M. (2021). Nutrition for Foodservice and Culinary Professionals. John Wiley & Sons.

Fandy Tjiptono dan Gregorius Chandra. (2020). Permasaran Strategik 3. In Jurnal MAPS (Manajemen dan Perbankan Syariah) (Vol. 1, Issue 1).

Fasya, D. A., & Rahwana, K. A. (2021). Pengaruh Kemasan dan Cita Rasa terhadap Keputusan Pembelian Konsumen Produk Mie Instan Indomie (Survei pada Mahasiswa/i Universitas Perjuangan Tasikmalaya). Jurnal Ekonomi Perjuangan, 2(2). https://doi.org/10.36423/jumper.v2i2.669

G Kotler dan Amstrong. (2012). Principles of Marketing. 14th Edition Pearson International. In Pearson Education Limited, Essex, England (Vol. 14).

Ghozali, I. (2014). Structural Equation Modeling, Metode Alternatif dengan Partial Least Square (PLS). Edisi 4. In English Language Teaching (Vol. 39, Issue 1).

Habibah, A. (2020). Analisis Labelisasi Halal, Harga dan Rasa Terhadap Keputusan Pembelian Konsumen pada Produk Mie. Jurnal QIEMA (Qomaruddin Islamic Economy Magazine), 6(1).

Hair Jr, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2014). Multivariate Data Analysis (Seventh Edition). In Pearson New International Edition.

Hidayat, A., Soesanto, H., & Mahfudz, M. (2018). The Effects of Product Quality, Service Quality and Attributes Related to Service as Brand Switching Anticipation and their Implication on Customers’ Satisfaction. Jurnal Sains Pemasaran Indonesia (Indonesian Journal of Marketing Science), 16(3). https://doi.org/10.14710/jspi.v16i3.203-220

Hidayat, R., Industri, J. T., & Madura, U. T. (2009). Pengaruh Kualitas Layanan, Kualitas Produk dan Nilai Nasabah terhadap Kepuasan dan Loyalitas Nasabah Bank Mandiri. Jurnal Manajemen dan Kewirausahaan, 11(1). https://doi.org/10.9744/jmk.11.1.pp.59-72

Iffathurjannah, M. I., & Harti. (2021). Pengaruh keamanan makanan, harga dan rasa terhadap keputusan pembelian. Jurnal Akuntabel, 18(2).

Ilda, A., & Murwatiningsih. (2016). Pengaruh Citra Destinasi dan Nilai Pelanggan terhadap Loyalitas Pengunjung Melalui Kepuasan Berkunjung. Management Analysis Journal, 5(3).

Ishtiaq Ishaq, M., Bhutta, M. H., Afzal Hamayun, A., Qaiser Danish, R., & Munazer Hussain, N. (2014). Role of Corporate Image, Product Quality and Customer Value in Customer Loyalty: Intervening Effect of Customer Satisfaction. J. Basic. Appl. Sci. Res, 4(4), 89–97. www.textroad.com

Kadir, Abd; Jayen, F. A. (2022). Influence of Price and Product Quality on Consumer Satisfaction in Royyan Gems Shop in Martapura City, Banjar Regency South Borneo. Archives of Business Research, 10(3). https://doi.org/10.14738/abr.1003.11995

Kivela, J., Reece, J., & Inbakaran, R. (1999). Consumer Research in the Restaurant Environment. Part 2: Research Design and Analytical Methods. International Journal of Contemporary Hospitality Management, 11(6). https://doi.org/10.1108/09596119910281766

Kotler dan Keller. (2017). Manajemen Pemasaran, Edisi 12, Jilid 1, PT.Indeks,. Jakarta. In e – Jurnal Riset Manajemen (Vol. 000, Issue November 2016).

Mahsyar, S., & Surapati, U. (2020). Effect of Service Quality and Product Quality on Customer Satisfaction and Loyalty. Business and Accounting Research (IJEBAR) Peer Reviewed-International Journal, 4(1).

Maimunah, S. (2020). Pengaruh Kualitas Pelayanan, Persepsi Harga, Cita Rasa Terhadap Kepuasan Konsumen dan Loyalitas Konsumen. IQTISHADequity Jurnal MANAJEMEN, 1(2). https://doi.org/10.51804/iej.v1i2.542

Nam, J., Ekinci, Y., & Whyatt, G. (2011). Brand equity, brand loyalty and consumer satisfaction. Annals of Tourism Research, 38(3). https://doi.org/10.1016/j.annals.2011.01.015

Neuman, W. L. (2014). Social Research Methods : Qualitative and Quantitative Approaches. Pearson Education Seventh Edition. In British Library Cataloguing in Publication Data.

Park, E., Kim, K. J., & Kwon, S. J. (2017). Corporate social responsibility as a determinant of consumer loyalty: An examination of ethical standard, satisfaction, and trust. Journal of Business Research, 76. https://doi.org/10.1016/j.jbusres.2017.02.017

Pinem, S., Husnan, L. H., & Handayani, B. R. (2019). The Impact of Service Quality On Customer Loyalty With Moderating Effect of Customer Satisfaction in Ditlantas Polda NTB. Russian Journal of Agricultural and Socio-Economic Sciences, 9(93). https://doi.org/10.18551/rjoas.2019-09.02

Rahmadiansyah, F. dan C. V. U. (2015). Analisis Loyalitas Konsumen Terhadap Minuman Kopi Robusta Di Kota Banda Aceh. Jurnal Agrisep, 16(2).

Rahmawati, R., & Sentana, I. (2021). The Effect of Product Quality on Customer Loyalty with the Mediation of Customer Satisfaction. International Journal of Managerial Studies and Research, 9(2). https://doi.org/10.20431/2349-0349.0902004

Rua, S., Saldanha, E. D. S., & Amaral, A. M. (2020). Examining the Relationships among Product Quality, Customer Satisfaction and Loyalty in the Bamboo Institute, Dili, Timor-Leste. Timor Leste Journal of Business and Management, 2. https://doi.org/10.51703/bm.v2i2.28

Samir, V. F., Sampurno, S., & Derriawan, D. (2021). The Effect of Product Quality on Customer’s Satisfaction and Loyalty of EMN Brand in the Ecommerce Era. The International Journal of Business Review (The Jobs Review), 4(1). https://doi.org/10.17509/tjr.v4i1.3337

Siregar, A. H., Ritonga, Z., Hasibuan, D., & Labuhanbatu, U. (2021). 131-Article Text-462-1-10-20210205. 3(1), 22–33.

Sitanggang, J. M., Sinulingga, S., & Fachruddin, K. A. (2019). Analysis Of The Effect Of Product Quality On Customer Satisfaction And Customer Loyalty Of Indihome ATPT Telkom Regional 1 Sumatera, Medan, North Sumatra, Indonesia. In American International Journal of Business Management (AIJBM (Vol. 2, Issue 3).

Sivakumar, S. (2021). Application of Howard Sheth Model of Consumer Decision Making for the Purchase of a Television. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3899873

Soldatova, A. V., Budrin, A. G., Budrina, E. V., Presnova, A. A., & Girsh, L. V. (2021). Customer Loyalty Management in the Context of Digital Transformation of Business. Proceedings of the 2021 IEEE International Conference “Quality Management, Transport and Information Security, Information Technologies”, T and QM and IS 2021. https://doi.org/10.1109/ITQMIS53292.2021.9642759

Sudaryono. (2016). Manajemen Pemasaran dan Implementasi. PT. Prehallindo. Jakarta.

Sugiyono. (2018). Prof. Dr. Sugiyono. 2018. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta. Prof. Dr. Sugiyono. 2018. Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Sunyoto, D. (2013). Perilaku Konsumen (Panduan Riset Sederhana untuk Menggali Konsumen. In Jakarta: PT Buku Seru.

Timo, F., Mugiono, & Djawahir, A. H. (2019). The Effect of Product Quality and Service Quality on Customer Loyalty Mediated by Customer Satisfaction (Evidence on Kharisma Store in Belu District, East Nusa Tenggara province). South East Asia Journal of Contemporary Business, Economics and Law., 19(5).

Tjiptono, F., & Diana, A. (2019). Kepuasan Pelanggan - Konsep, Pengukuran, & Strategi. In CV. Andi Offset.

Vencataya, L., Pudaruth, S., Juwaheer, R. T., Dirpal, G., & Sumodhee, N. M. Z. (2019). Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Banks of Mauritius. Studies in Business and Economics, 14(1). https://doi.org/10.2478/sbe-2019-0020

Winarno, F. G. (2004). Kimia Pangan dan Gizi. Gramedia pustaka utama. Jakarta. Liberty. Yogyakarta, 13(2).

Yoo, J., & Park, M. (2016). The Effects of E-Mass Customization on Consumer Perceived Value, Satisfaction, and Loyalty toward Luxury Brands. Journal of Business Research, 69(12). https://doi.org/10.1016/j.jbusres.2016.04.174