PENGARUH KUALITAS PRODUK, KUALITAS LAYANAN, DAN KUALITAS INFORMASI PRODUK TERHADAP LOYALITAS PELANGGAN DENGAN KEPERCAYAAN PELANGGAN SEBAGAI VARIABEL INTERVENING (Studi pada Pelanggan CV. Lautan Mas Kota Semarang)

Abstract

ABSTRACT This study aims to analyze the effect of product quality, product information quality and service quality on customer loyalty with customer trust as a mediating variable. The population in this study were all customers of CV. Lautan Mas is located in the province of Central Java. The sample used is the entire population of 70 respondents. Data collection techniques were carried out using a questionnaire. Analysis of research data using SEM (Structural Equation Modeling) analysis which is operated through the SMART PLS 3.2.9 program. The results of this study indicate that product quality, service quality, product information quality have a positive and significant effect and customer trust has a positive and insignificant effect on customer loyalty and customer trust cannot mediate product quality, service quality. Quality of product information on customer loyalty.