The Influence of Work Satisfaction, Antecedent Satisfaction and Consumer’s Loyalty Through Organizational Citizenship Behavior and Consumer’s Interaction Quality

Abstract

This study is included in explanatory research. The population is 18 Matahari Department retail Store in East Java. The respondents in this study are employees of salespeople and consumers, this study is also called dyad research, because it uses two different respondents, while the technique of drawing proportional rondom sampling and sub-samples of consumer sub-samples simple random sampling Data analysis methods used Generalized Structured Components Analysis (GSCA). This study concludes that: 1) Job satisfaction has a significant and positive effect on OCB; 2) Job satisfaction has no significant effect on satisfaction; 3) Job satisfaction has a significant and positive effect on the quality of consumer interaction; 4) OCB has a significant and positive effect on the quality of consumer interaction; 5) OCB has no significant effect on the quality of consumer interaction; 6) Quality of consumer interaction has a significant and positive effect on customer satisfaction; and 7) Consumer satisfaction has no significant effect on consumer loyalty.