The Influence of Product Quality and Customer Satisfaction on Customer Loyalty
- 1* Politeknik Negeri Samarinda.
- 2 Universitas Nusa Mandiri.
- 3 Sekolah Tinggi Ilmu Manajemen Indonesia.
- 4 Universitas Borobudur
- 5 Universitas Nasional.
* Corresponding Author: Sarwo Eddy Wibowo
Open AccessAbstract
This research aims to examine and test the effect of product quality and customer satisfaction on customer loyalty at the Binama Tlogosari Semarang Sharia Cooperative. A quantitative approach was applied using multiple regression analysis to measure the relationship between variables. The sampling technique used accidental sampling, involving 73 respondents selected from cooperative customers. Data were collected through structured questionnaires and processed using IBM SPSS version 26 to ensure accurate and reliable results. The findings show that product quality has a positive and significant effect on customer loyalty. Customer satisfaction also demonstrates a positive and significant influence on loyalty. High product quality tends to build customer trust, while satisfaction encourages repeat transactions and long-term commitment. Both factors play an important role in maintaining stable relationships between customers and the cooperative. From a managerial perspective, maintaining consistent product standards and improving service quality are essential steps to sustain customer loyalty. Regular evaluation of customer perceptions and expectations is also necessary to support continuous improvement. Strong performance in these areas is expected to strengthen competitiveness and support the sustainability of the cooperative.
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References
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Author Biographies
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Sarwo Eddy Wibowo, Politeknik Negeri Samarinda.
Marketing Management Study Program, Politeknik Negeri Samarinda, Samarinda City, East Kalimantan Province, Indonesia.
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Femmy Effendy, Universitas Nusa Mandiri.
Digital Business Study Program, Faculty of Economics and Business, Universitas Nusa Mandiri, East Jakarta City, Special Capital Region of Jakarta, Indonesia.
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Sattar, Sekolah Tinggi Ilmu Manajemen Indonesia.
Sekolah Tinggi Ilmu Manajemen Indonesia, Kota Samarinda, Provinsi Kalimantan Timur, Indonesia.
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Arni Kurniati, Universitas Borobudur
Management Study Program, Universitas Borobudur, East Jakarta City, Special Capital Region of Jakarta, Indonesia.
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Dipa Teruna Awaludin, Universitas Nasional.
Accounting Study Program, Faculty of Economics and Business, Universitas Nasional, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta, Indonesia.
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Copyright (c) 2026 Sarwo Eddy Wibowo, Femmy Effendy, Sattar, Arni Kurniati, Dipa Teruna Awaludin
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