dc.contributor.author | Laksmana, Joshua C. | |
dc.date.accessioned | 2023-01-20T06:25:31Z | |
dc.date.available | 2023-01-20T06:25:31Z | |
dc.date.issued | 2021 | |
dc.identifier.uri | http://dspace.uc.ac.id/handle/123456789/5726 | |
dc.description | Customer satisfaction becomes animportant thing, because creatingcustomer satisfaction can give competitive advantage and differentiation fromcompetitors. Customer satisfaction is affected by several factors such as servicequality, perceived value, and customer experience. Service quality factor is shapedby service efficiency and fulfillment, therefore it plays very important role inshaping customer satisfaction. Customers will compare which offer that deliveredgood value (perceived value), so that satisfied customers are the customers who getthe value. Customer experience factor also plays important role in customersatisfaction, because to be competitive advantage if giving qualified experience forconsumers. The purpose of this research is to analyze the effect of service qualityon perceived value and customer experience, and to analyze the effect of servicequality, perceived value and customer experience on customer satisfaction. Theresearch respondents are 111 consumers of Drip N Dry in Surabaya in which aretaken with purposive sampling method. The analysis that is used is Partial LeastSquares (PLS) analysis. The results of hypothesis test show that service qualityaffects positive on perceived value and customer experience, and service quality,perceived value and customerexperience affects positive significant on customersatisfaction. In addition, perceived value and customer experience also mediate theeffect of service quality on customer satisfaction. | en_US |
dc.description.abstract | Kepuasan pelanggan merupakan hal yang penting, karena menciptakankepuasan pelanggan dapat memberikan keunggulan kompetitif dan diferensiasi daripesaing. Kepuasan pelanggan dipengaruhi oleh beberapa faktor antara lainservicequality,perceived value, dancustomer experienced. Faktor kualitas layanandibentuk oleh efisiensi dan pemenuhan layanan, maka memainkan peran yangsangat penting dalam membentuk kepuasan konsumen. Pelanggan akanmembandingkan tawaran mana yang menghantarkan nilai (perceived value) yangbaik, sehingga pelanggan yang puas adalah pelanggan yang mendapatkan nilai atauvalue. Faktor pengalaman pelanggan (customer experience) juga membawaberperan penting dalam kepuasan konsumen, karena menjadi keuntungan yangkompetitif jika memberikan pengalaman yang berkualitas bagi konsumen.Penelitian ini bertujuan untuk menelaah pengaruhservice qualityterhadapperceived valuedancustomer experience, serta meneliti pengaruh pengaruhservicequality, perceived valuedancustomer experienceterhadapcustomer satisfaction.Responden penelitian adalah 111 konsumen Drip N Dry di Surabaya, yang diambildengan metode pengambilan sampel purposive sampling. Analisis yang digunakanadalah analisis Partial Least Squares (PLS). Hasil pengujian hipotesis menunjukkanbahwa bahwaservice qualityberpengaruh positif terhadapperceived valuedancustomer experience, sertaservice quality,perceived valuedancustomerexperienceberpengaruh signifikan positif terhadapcustomer satisfaction. Selainituperceived valuedancustomer experiencejuga memediasi pengaruhservicequalityterhadapcustomer satisfaction. | en_US |
dc.language.iso | id | en_US |
dc.publisher | UNIVERSITAS CIPUTRA SURABAYA | en_US |
dc.subject | Service Quality | en_US |
dc.subject | Perceived Value | en_US |
dc.subject | Customer Experience | en_US |
dc.subject | Customer Satisfaction | en_US |
dc.title | PENGARUH SERVICE QUALITY, PERCEIVED VALUE, DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER SATISFACTION DRIP N DRY, SURABAYA | en_US |
dc.type | Thesis | en_US |
dc.identifier.kodeprodi | 61201 | |
dc.identifier.nim | 10117005 | |