At this time, manufacturing companies that used only important to the quality of products is now being intensively offer services to complement its products and increase valuation from customers .. Quality is not only seen the product that meets specifications but also products that can serve consumer demand. Currently the company Acer is still one of the largest owners of notebook market share in Indonesia. In the first quarter of 2009, this
PC vendor managed to sell 116,086 units of laptop. Thus, Acer recorded a 30.5% market growth from the same period last year, so now the market share of notebook Acer Group Indonesia increased to 43.2%. (source: Tempo Interactive) This study tries to show the influence of each aspect of product quality or service quality. In addition, the two aspects are studied how they affect the customer loyalty that can make Acer the largest share owners
for the sale of notebook products in Indonesia.
Loyalty is an attitude that is needed by all companies. With the high level of satisfaction, it is hoped will form the loyal attitude. So from this study will be known how the overall service and product quality affect loyalty. Testing the hypothesis using the concept of SEM (structural equation modeling) with LISREL-based software.
Based on the results of data processing, there are several quality of service that need to be repaired, in order to improve customer satisfaction. Overall product quality but the overall effect on loyalty is less berpngaruh service. In addition, overall service quality weak influence on product quality. |