Pengaruh Product Quality Terhadap Customer Loyalty Melalui Customer Satisfaction Pada Produk BlackBerry Di Surabaya
Abstract
Blackberry become popular lately due to feature of the Blackberry call
BBM. To improve and maintain the popularity of the Blackberry, then we conduct
research to know whether the that product quality from Blackberry already satisfy
Blackberry user’s and when Blackberry user’s satisfy it will increase loyalty of
Blackberry user’s.
Data collection was done by distributing questionnaires to the respondents
who are user of Blackberry at Surabaya. Data from respondents were processed
using SEM
(Structural Equation Model) and the software call AMOS 16 and firstly tested
with reliability and validity. The number of respondent in this research is 150.
Result from this research can proven that product quality affect customer
loyalty through customer satisfaction. This result show that to be able maintain
Blackberry popularity, Blackberry needs to improve it’s product quality