Abstract
The research aims to find out how relationship marketing and product quality influence customer loyalty through customer satisfaction at Zahdan Kamal Sentosa catering. This research a quantitative descriptive research type using AMOS 22 Structural Equating Modelling (SEM) analysis. The population used in this research is catering customer in 2022 with a total of 143 respondents. The results showed that relationship marketing had a positive effect on cunsomer satisfaction and customer loyalty with a CR value of 2.279 and 2.958 (CR ≥ 1.96) respectively and a probability value of 0.003 and 0.023 (P ≤ 0.05). Product quality variable has a positive effect on customer satisfaction with a CR value 2.867 (CR ≥ 1.96) and the probability value is 0.004 (p ≤ 0.05). The product quality variable does not have a positive effect on customer loyalty because the CR value is 1.239 (CR ≤ 1.96) and the probability is 0.215 (p ≥ 0.05). the consumer satisfaction variable has a positive effect on loyalty customer with a CR value of 2.294 (CR ≥ 1.96) and a probability value of 0.022 (p ≤ 0.05).
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