Quality Improvement Model With Structural Equation-Based Measurements

Suradi Suradi, Ahmad Hanafie, Andi Haslindah

Abstract


In all corporate sectors, rivalry began to intensify to succeed in this competition, businesses must be able to keep their consumers satisfied, as customer satisfaction has a significant impact on a company's longevity If customer satisfaction is not fulfilled, customers will migrate to a competing brand. The purpose of this study is to analyze the influence of service quality and product superiority on customer satisfaction and their impact on increasing customer loyalty. Structural equation modeling (SEM) with AMOS 24.0 software was utilized to evaluate the data. The results of the analysis show that the perceived index of service quality is in the "high" category (67.60%), the index of perceived product superiority is in the medium category (58.73%) and the index of perceived customer satisfaction is in the high category (64.00%), and the index of perceived customer loyalty is in the high category (67.90%).

 


Keywords


SEM; quality; service; customer; satisfaction

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DOI: http://dx.doi.org/10.52155/ijpsat.v36.1.4867

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