The Role of Customer Perceived Value Mediates the Effect of Service Quality on Customer Satisfaction Peran Customer Perceived Value Memediasi Pengaruh Kualitas Layanan Terhadap Kepuasan Konsumen
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Published:
Mar 9, 2021
Keywords:
service quality, customer perceived value, customer satisfaction
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Abstract
This study aims to determine the quality of service to customer satisfaction through the perceived value in Sing Ken Ken Lifestyle Boutique Hotel. This study used 130 respondents through purposive sampling method. Data collection methods used through questionnaires. Data analysis technique which is technique of path analysis and test of sobel. The results showed that the service quality is positive and significant on the perceived value of the customer, the service quality is positive and significant on customer satisfaction, the perceived value of the customer, and the perceived value of consumers as mediation of service quality to customer satisfaction. The results showed that the service quality and customers perceived value can affect consumer satisfaction and the perceived value consumers can mediate the effect of service quality to customer satisfaction.
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How to Cite
Purnami, N. M., & Warman, A. N. W. B. (2021). The Role of Customer Perceived Value Mediates the Effect of Service Quality on Customer Satisfaction. PROZIMA (Productivity, Optimization and Manufacturing System Engineering), 3(1), 1-9. https://doi.org/10.21070/prozima.v3i1.1300
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References
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[2] K. Keller, Marketing Managemnent Edisi 14, Global. Pearson Prentice Hall, 2012.
[3] G. Gantara, S. Kumadji, and E. Yulianto, “Analisis Pengaruh Kualitas layanan dan Customer Perceived Value Terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan (Studi Empiris pada Mahasiswa Universitas Brawijaya Malang Pengguna Kartu Seluler IM3,” J. Admistrasi Bisnis, vol. 1, no. 1, pp. 40–48, 2013.
[4] I. Setyobudi and Daryanto, Konsumen dan Pelayanan Prima. Yogyakarta: Gava Media, 2014.
[5] N. Gonius, “Studi Deskriptif Tentang Costumer Complaints di Restoran Wok Noodles di Galaxy Mall Surabaya,” J. Ilm. Mhs., vol. 2, no. 1, pp. 1–15, 2013.
[6] U. Yavas, M. Benkenstein, and U. Stuhldreier, “Relationship Between Service Quality and Behavoiral Outcomes: AStudy of Private Bank Customers In Germany,” Int. J. Bank Mark., vol. 22, no. 2, pp. 144–157, 2004.
[7] L. Christopher, Pemasaran Jasa. Jakarta: Erlangga, 2010.
[8] K. D. N. E. Widjajanti, “Analisis Pengaruh Kualitas layanan Terhadap Kepuasan Pelanggan Di Warnet Usm,” J. Din. Sosbud, vol. 14, no. 1, 2012.
[9] S. R. H. Rahab and A. T. Nawarini, “Peran Customer Perceived Value dan Kepuasan Pelanggan Dalam Upaya Membangun Loyalitas Pengguna Kartu Seluler,” E-Jurnal UNTAG Semarang, vol. 30, no. 1, pp. 76–84, 2015.
[10] R. Muhammad, A. N. Sidiqquei, H. M.Awan, and K. Bukhari, “Relationship Between Service Quality, Customer perceived value, Satisfaction And Revisit Intention in Hotel Industry,” Interdisclipinary J. Contemp. Res. Bus., vol. 4, no. 8, pp. 788–805, 2012.
[11] L. L. Tung, “Service Quality and Perceived Value’s Impact on Satisfaction, Intention and Usage of Short Message Service (SMS),” Inf. Syst. Front., vol. 6, pp. 353–368, 2004.
[12] G. Howat and G. Assaker, “The Hierarchical Effects of Perceived Quality on Customer Perceived Value, Satisfaction, and Loyalty: Empirical Results From Public, Outdoor Aquatic Centres in Australia,” Sport Manag. Rev. Elsevier J., vol. 16, no. 3, pp. 268–284, 2013.