relation: https://eprints.untirta.ac.id/45641/
title: Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Pelanggan Dengan Brand Image Sebagai Variabel Intervening
creator: Afriani Tasman, Mellya
subject: H Social Sciences (General)
description: This study aims to determine the effect of service quality, product quality, and brand  image on customer satisfaction at ERHA Beauty Clinic Serang City. The main focus  is to analyze the direct and mediating effects of brand image in the relationship  between service and product quality on customer satisfaction. This study uses a  quantitative approach with a survey method to test the relationship between  variables, namely service quality, product quality, brand image, and customer  satisfaction. Data was collected through questionnaires to customers of ERHA  Beauty Clinic Serang City. The sampling technique used is purposive sampling,  with the aim of explaining the cause-and-effect relationship between variables as  well as the influence of brand image as an intervening variable. This study shows  that service quality (X1) and product quality (X2) have a significant effect on  customer satisfaction (Y), with brand image (Z) playing a significant mediating  role. The mediation test results show that brand image strengthens the relationship  between product quality and customer satisfaction. These findings are important  for companies to improve service quality, products, and brand image to increase  customer satisfaction. This study examines the effect of service and product quality  on customer satisfaction with brand image as a mediator. The results show that  service and product quality have a significant effect on customer satisfaction and  brand image. Brand image also strengthens the effect of service and product quality  on customer satisfaction, making it an important factor in increasing customer  satisfaction at ERHA Beauty Clinic Serang City.
date: 2024
type: Thesis
type: NonPeerReviewed
format: text
language: en
identifier: https://eprints.untirta.ac.id/45641/1/Mellya%20Afriani%20Tasman_5551180156_Fulltext.pdf
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identifier: https://eprints.untirta.ac.id/45641/2/Mellya%20Afriani%20Tasman_5551180156_01.pdf
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identifier: https://eprints.untirta.ac.id/45641/3/Mellya%20Afriani%20Tasman_5551180156_02.pdf
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identifier: https://eprints.untirta.ac.id/45641/4/Mellya%20Afriani%20Tasman_5551180156_03.pdf
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identifier: https://eprints.untirta.ac.id/45641/5/Mellya%20Afriani%20Tasman_5551180156_04.pdf
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identifier: https://eprints.untirta.ac.id/45641/6/Mellya%20Afriani%20Tasman_5551180156_05.pdf
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identifier: https://eprints.untirta.ac.id/45641/7/Mellya%20Afriani%20Tasman_5551180156_Ref.pdf
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language: en
identifier: https://eprints.untirta.ac.id/45641/8/Mellya%20Afriani%20Tasman_5551180156_Lamp.pdf
identifier:   Afriani Tasman, Mellya  (2024) Pengaruh Kualitas Pelayanan dan Kualitas Produk Terhadap Kepuasan Pelanggan Dengan Brand Image Sebagai Variabel Intervening.  S1 thesis, Universitas Sultan Ageng Tirtayasa.