Examining the Relationships among Product Quality, Customer Satisfaction and Loyalty in the Bamboo Institute, Dili, Timor-Leste

Abstract

The objectives of this research are to test and explain the influence of product quality and customer satisfaction on customer loyalty, in addition to customer satisfaction on the relationship between product quality and customer loyalty. A total of 190 valid questionnaires were collected from costumers of Bamboo Institute in Dili, Timor-Leste, and the relationships between 3 variables were tested using SMART-PLS 3.0. The result of the study revealed that product quality and customer satisfaction influence positively and significantly on customer loyalty, and customer satisfaction fully mediate the relationship between product quality and customer loyalty. The result of study confirms that product quality and customer satisfaction are strong antecedent factors for customer loyalty. Therefore, to enhance customer loyalty, it is important to provide the product quality that meets the customer’s satisfaction level.

Examining the Structural Relatiosnhips of Product Price, Product Quality and Customer Purchasing Decision

“…Garvin (1988) as cited by Wang et al (2003) presented eight dimensions to measure product quality such as performance, features, conformance, reliability, durability, serviceability, aesthetics, and customer-perceived quality. Rua et al (2020) measured product quality by using four dimensions adapted from previous empirical studies namely conformance to specification (three items), durability (three items), design innovation and improvement (four items), and brand image (six items). "…”

“…The product quality and brand are important factors for customer's consideration before they decide to purchase a product (Belz & Peattie, 2009;Kotler, 2003:224). Therefore, product quality influence positively and significantly on customer satisfaction (Rua et al, 2020), which then lead to significantly impacts on customers' willingness to buy (Beneke et al, 2013). To this, the hypothesis can be formulated as follow: H2: Product quality positively and significantly influences on the purchasing decision.…”

“…To this, companies try to manufacture and offer products with high quality and brand in order to meet customer demands and enhance its competitiveness in the market. Therefore, product quality influence positively and significantly on customer satisfaction (Rua et al, 2020), which then lead to significantly impacts on customers' willingness to buy (Beneke et al, 2013). However, numerous empirical studies also revealed that product quality had no significant impacts on customers' purchasing decisions (Conti et al, 2019).…”

The Impact of Service Quality on Customer Satisfaction: A Study on Higher Education Students in Timor-Leste

“…Numerous studies had been done, the results showed that service quality has a positive and significant impact on customer satisfaction (Keshavarz and Jamshidi, 2018;Saldanha et al, 2018;Flores, Saldanha and Vong, 2020;Borishade et al, 2021) because if customers feel that an organization offers good service quality, then they will be happy and will return to buy the product/ service offered (Khoo, Ha and McGregor, 2017;Rua, Saldanha and Amaral, 2020;Annamdevula and Raja Shekhar Bellamkonda, 2016;Borishade et al, 2021). However, study from Famiyeh, Kwarteng and Asante-Darko, (2018) showed that service quality had partial influenced on customer satisfaction due to the reliability dimension in the service quality is not related to customer satisfaction.…”

Pengembangan Instrumen Penilaian Kepuasan Penyidik Kepolisian terhadap Pelayanan Visum et Repertum

“…Semakin bermanfaat produk yang ditawarkan maka semakin puas pelanggan terhadap produk tersebut. 13 Visum et Repertum merupakan luaran/produk dari pelayanan kedokteran forensik dan medikolegal, berbentuk suatu surat keterangan resmi yang dibuat oleh dokter sebagai pengganti barang bukti tindak pidana kekerasan di tubuh korban. 1,14 15 Pengumpulan data dilakukan dengan menggunakan google form langsung ke whatsapp penyidik kepolisian dengan link tertentu.…”