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Articles
Articles
The Influence of Product Quality and Customer Satisfaction on Customer Loyalty
Sarwo Eddy Wibowo, Femmy Effendy, Sattar, Arni Kurniati, Dipa Teruna Awaludin
View Author Affiliations
- Sarwo Eddy Wibowo: Politeknik Negeri Samarinda., Indonesia
- Femmy Effendy: Universitas Fakultas universitas nusa mandiri., Indonesia
- Sattar: Sekolah Tinggi Ilmu Manajemen Indonesia., Indonesia
- Arni Kurniati: Universitas Borobudur, Indonesia
- Dipa Teruna Awaludin: Universitas Nasional., Indonesia
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Abstract
This research aims to examine and test the effect of product quality and customer satisfaction on customer loyalty at the Binama Tlogosari Semarang Sharia Cooperative. A quantitative approach was applied using multiple regression analysis to measure the relationship between variables. The sampling technique used accidental sampling, involving 73 respondents selected from cooperative customers. Data were collected through structured questionnaires and processed using IBM SPSS version 26 to ensure accurate and reliable results. The findings show that product quality has a positive and significant effect on customer loyalty. Customer satisfaction also demonstrates a positive and significant influence on loyalty. High product quality tends to build customer trust, while satisfaction encourages repeat transactions and long-term commitment. Both factors play an important role in maintaining stable relationships between customers and the cooperative. From a managerial perspective, maintaining consistent product standards and improving service quality are essential steps to sustain customer loyalty. Regular evaluation of customer perceptions and expectations is also necessary to support continuous improvement. Strong performance in these areas is expected to strengthen competitiveness and support the sustainability of the cooperative.
Keywords
Author Biographies
Sarwo Eddy Wibowo
Politeknik Negeri Samarinda.
Marketing Management Study Program, Politeknik Negeri Samarinda, Samarinda City, East Kalimantan Province, Indonesia.
Femmy Effendy
Universitas Fakultas universitas nusa mandiri.
Digital Business Study Program, Faculty of Economics and Business, Universitas Fakultas universitas nusa mandiri, East Jakarta City, Special Capital Region of Jakarta, Indonesia.
Sattar
Sekolah Tinggi Ilmu Manajemen Indonesia.
Sekolah Tinggi Ilmu Manajemen Indonesia, Kota Samarinda, Provinsi Kalimantan Timur, Indonesia.
Arni Kurniati
Universitas Borobudur
Management Study Program, Universitas Borobudur, East Jakarta City, Special Capital Region of Jakarta, Indonesia.
Dipa Teruna Awaludin
Universitas Nasional.
Accounting Study Program, Faculty of Economics and Business, Universitas Nasional, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta, Indonesia.
Article Identifiers
- Article Title: The Influence of Product Quality and Customer Satisfaction on Customer Loyalty
- DOI: 10.59431/ijer.v6i2.770
- Publication Date: 2026-06-28
- Journal: Indonesian Journal Economic Review (IJER)
- Volume: 6
- Issue: 2
- Pages: 388–395
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Issue Information
Article Details
| Volume: | 6 |
| Issue: | 2 |
| Year: | 2026 |
| Published: | 2026-06-28 |
| Pages: | 388–395 |
| Section: | Articles |
Additional Information
How to Cite
Wibowo, S. E., Effendy, F., Sattar, Kurniati, A., & Awaludin, D. T. (2026). The Influence of Product Quality and Customer Satisfaction on Customer Loyalty. Indonesian Journal Economic Review (IJER), 6(2), 388–395. https://doi.org/10.59431/ijer.v6i2.770
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This work is licensed under a Creative Commons License.
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