PENGARUH KUALITAS PRODUK DAN KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN PT. GLOBAL SHINSEI INDONESIA

Abstrak

The aim of this study was to analize the influence of product quality and service quality on  customers loyalty. Secondary data was obtained from PT. Global Shinsei Indonesia, while primary  data  was obtained from customers of    PT. Global Shinsei Indonesia,  Tbk through admission filling of questionnaire by using scale of Likert. In this study, accident sampling method was used  and data  analysis method was simple linear regression and multiple linear regression. The results of this study indicated that product quality no significant and service quality significant influenced the customers loyalty. The conclution of this study is that service quality was dominant than the product quality in influencing  customers loyalty.