The Influence of Product Quality and Service Quality on Customer Loyalty with Customer Satisfaction as a Mediating Variable at PT Magnesium Gosari International

Mochamad Ariyanto; Mohamad Nur Singgih; Fitria Earlike Anwar Sani

doi:10.55927/esa.v4i5.137

Authors

Mochamad Ariyanto Universitas Merdeka Malang
Mohamad Nur Singgih Universitas Merdeka Malang
Fitria Earlike Anwar Sani Universitas Merdeka Malang

DOI:

https://doi.org/10.55927/esa.v4i5.137

Keywords:

Product Quality, Service Quality, Customer Satisfaction, Customer Loyalty, Dolomite Fertilizer

Abstract

This study examines the relationship between customer loyalty and the quality of the products and services provided by PT Magnesium Gosari International, using customer satisfaction as a mediating variable. Data were gathered from 100 client companies via questionnaires using a quantitative causal research design, and multiple linear regression and mediation testing were used for analysis. The results demonstrate that customer satisfaction and loyalty are highly impacted by the quality of both the product and the service. Additionally, loyalty is greatly influenced by customer satisfaction, which also mediates the link between loyalty and the caliber of goods and services. These results highlight the importance of improving product and service quality to strengthen long-term customer relationships and maintain market leadership.

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