Analisis Loyalitas Berbasis Kepuasan Pelanggan Toko UKM Om Jeans Klaten

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This research aims to know : product quality, service quality, the location, with
satisfaction as intervening variabel toward customer loyalty. The results was bassed : the
first hypothesis was accepted, so the second hypothesis was accepted, the third hypothesis
was accepted, the fourth hypothesis was rejected, the fifth hypothesis was rejected, the sixth
hypothesis was rejected, the seventh hypothesis was accepted, the eight hypothesis was
accepted so the nineth hypothesis was accepted . to be conculuted : 1) product quality affect
toward customer satisfaction, 2) service quality influence toward customer satisfaction ,
3) the location affect toward customer satisfaction , 4) Product quality does not affect the
customer loyalty , 5) the quality of service did not affect toward customer loyalty , 6)
Location not affect toward customer loyalty , 7) Customer Satisfaction affect toward
customer loyalty , 8) Product quality, quality of service and the location of the simultaneous
influence toward customer satisfaction , 9) Product quality, quality of service, location and
customer satisfaction simultaneous effect toward customer loyalty.
Key Words : Product quality, Quality of Service, Location, satisfaction and loyalty.