PENGARUH KUALITAS PRODUK DAN AFTER SALES SERVICE TERHADAP KEPUASAN DAN DAMPAKNYA PADA LOYALITAS KONSUMEN PT. FRISMED HOSLAB INDONESIA

This research aims 1) To know whether there is influence of product quality to customer satisfaction PT Frismed Hoslab Indonesia 2) To know whether there is influence after service seles to consumer satisfaction PT Frismed Hoslab Indonesia, 3) To know whether there is influence of consumer satisfaction on consumer loyalty PT Frismed Hoslab Indonesia.4) To know if there is a direct influence of product quality to consumer loyalty PT Frismed Hoslab Indonesia, 5) To know whether there is influence directly after seles service to consumer loyalty PT Frismed Hoslab Indonesia, 6) To know whether there is influence indirect product quality and after-service service to customer loyalty through customer satisfaction as intervening variable To obtain the necessary data in answering the hypothesis used research instruments in the form of questionnaires distributed to the respondents as much as 92 (ninety two) with the sample technique using proportional sampling. Because in this study using questionnaires that in this questionnaire is measured using ordinal scale then before being processed, tested first using the validity and reliability test, assumption test and path analysis (Path Analysis). From the result of the research show: Regression equation I is Y1 = 0,372 X1 0,331 X2, whereas regression equation II is Y2 = 0,219 x1 0,246 x2 0,279 y1. This shows that: The quality of the product has a direct influence on customer satisfaction. So that H01 is accepted, After sales service has a direct influence on customer satisfaction. So H02 accepted, consumer satisfaction has a direct influence on consumer loyalty. H03 is accepted, product quality directly affects consumer loyalty PT Frismed Hoslab Indonesia. So that H04 received, After sales service directly affects consumer loyalty PT Frismed Hoslab Indonesia. H05 is accepted, product quality has influence to consumer loyalty through customer satisfaction as intervening variable. So H06 accepted, After sales service have influence to consumer loyalty through consumer satisfaction as intervening variable. So H06 is accepted. Keywords: product quality, after sales service, customer satisfaction, consumer loyaltyThis research aims 1) To know whether there is influence of product quality to customer satisfaction PT Frismed Hoslab Indonesia 2) To know whether there is influence after service seles to consumer satisfaction PT Frismed Hoslab Indonesia, 3) To know whether there is influence of consumer satisfaction on consumer loyalty PT Frismed Hoslab Indonesia.4) To know if there is a direct influence of product quality to consumer loyalty PT Frismed Hoslab Indonesia, 5) To know whether there is influence directly after seles service to consumer loyalty PT Frismed Hoslab Indonesia, 6) To know whether there is influence indirect product quality and after-service service to customer loyalty through customer satisfaction as intervening variable To obtain the necessary data in answering the hypothesis used research instruments in the form of questionnaires distributed to the respondents as much as 92 (ninety two) with the sample technique using proportional sampling. Because in this study using questionnaires that in this questionnaire is measured using ordinal scale then before being processed, tested first using the validity and reliability test, assumption test and path analysis (Path Analysis). From the result of the research show: Regression equation I is Y1 = 0,372 X1 0,331 X2, whereas regression equation II is Y2 = 0,219 x1 0,246 x2 0,279 y1. This shows that: The quality of the product has a direct influence on customer satisfaction. So that H01 is accepted, After sales service has a direct influence on customer satisfaction. So H02 accepted, consumer satisfaction has a direct influence on consumer loyalty. H03 is accepted, product quality directly affects consumer loyalty PT Frismed Hoslab Indonesia. So that H04 received, After sales service directly affects consumer loyalty PT Frismed Hoslab Indonesia. H05 is accepted, product quality has influence to consumer loyalty through customer satisfaction as intervening variable. So H06 accepted, After sales service have influence to consumer loyalty through consumer satisfaction as intervening variable. So H06 is accepted. Keywords: product quality, after sales service, customer satisfaction, consumer loyalt