MUTU PELAYANAN, MUTU PRODUK, DAN HARGA PENGARUHNYA TERHADAP LOYALITAS PELANGGAN

Authors

  • Rina Irawati STIE Malangkucecwara
  • Zainul Arifin STIE Malangkucecwara
  • Ilham Abdillah Ziyad STIE Malangkucecwara

DOI:

https://doi.org/10.31959/jm.v14i4.3407

Abstract

Introduction: Customer loyalty is a crucial factor in shaping customer attitudes toward a product, leading to a consistent and sustainable willingness to purchase it over other products. This study examines the relationship between service quality, service products and price to consumer loyalty in UD BS Makmur, Mojokerto. UD BS Makmur is a primary food supplier and is currently undertaking numerous management improvements to maintain its existence amidst intense competition.
Methods: The research sample consisted of 60 consumers who used the Roscoe formula and the Accidental Sampling technique. Data analysis was conducted using descriptive statistics and Regression Analysis.
Results: The results showed that service quality, product quality, and price significantly influenced customer loyalty; thus, all research hypotheses were accepted. Customers who are satisfied with better service and higher-quality products will make repeat purchases and recommend the company's excellent products to others. If a company's price meets customer expectations and customers perceive the benefits and value of the product, they will be more likely to be loyal to that company. The dominant independent variable was product quality (X2).
Conclusion and suggestions: (1) Adding more modern machines, (2) Increasing the number of employees, (3) Providing digital payments, and (4) Ordering online via WhatsApp Business for a quick response

Keywords: Service Quality, Product Quality, Price, Customer Loyalty

Downloads

Published

2025-11-20

Issue

Vol. 14 No. 4 (2025)

Section

Articles

License

Copyright (c) 2025 Rina Irawati, Zainul Arifin, Ilham Abdillah Ziyad

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Access and Licensing

All articles published in Jurnal Maneksi (Management Ekonomi Dan Akuntansi) are available immediately upon publication without any embargo period. No registration or subscription fees are required to access our content.

To facilitate clarity and ease of reuse, Jurnal Maneksi (Management Ekonomi Dan Akuntansi) adopts Creative Commons licenses. By default, all articles are published under the Creative Commons Attribution License (CC BY 4.0). This license permits unrestricted use, distribution, and reproduction in any medium, provided that proper attribution is given to the original author(s) and source.

Copyright Policy

Authors publishing in Jurnal Maneksi (Management Ekonomi Dan Akuntansi) retain copyright over their work. By submitting and publishing with Jurnal Maneksi (Management Ekonomi Dan Akuntansi), authors grant the journal the right of first publication under their chosen open-access license. This ensures that authors maintain full control over their intellectual property while enabling broad dissemination and reuse of their work.

Authors are also encouraged to:

  1. Share their published articles in institutional repositories or personal websites, ensuring proper acknowledgment of initial publication in Jurnal Maneksi (Management Ekonomi Dan Akuntansi).
  2. Enter into non-exclusive agreements for further distribution, such as including their articles in books or other publications.