| dc.contributor.author | Susanto, Veronica Puspitasari | |
| dc.contributor.author | Herdinata, Christian | |
| dc.date.accessioned | 2023-02-07T00:23:23Z | |
| dc.date.available | 2023-02-07T00:23:23Z | |
| dc.date.issued | 2022 | |
| dc.identifier.issn | 2548-3536 | |
| dc.identifier.uri | http://dspace.uc.ac.id/handle/123456789/5871 | |
| dc.description.abstract | : Aman Cepat is a family business that runs in the shipping service
sector. Aman Cepat has problems in sales which have not reached the sales
target. Moreover, Aman Cepat has customer complaints regarding its service quality dimensions (personnel, outcome, and social quality), and currently, competition in the expedition service sector is getting tougher. This
research aims to test and analyze the influence of service quality dimensions towards customer emotions and the effect of customer emotions on
customer engagement of Aman Cepat. The benefit of this research is that it
is expected that the Aman Cepat Company can provide better quality in
service. This research has novelty in the field of the industry being studied.
The population of this research is the active B2B customer of the company,
and the samples are 78 respondents, who were chosen using the saturated
sampling method. This research uses the Partial Least Square Structural
Equation Modelling. The results show those service quality dimensions have
a significant influence on customer emotions, and the customer emotions
variable also has a considerable influence on the customer engagement of
Aman Cepat. | en_US |
| dc.publisher | Review of Management and Entrepreneurship | en_US |
| dc.subject | personnel quality, outcome quality, social quality, customer emotions, customer engagement | en_US |
| dc.title | INFLUENCE OF SERVICE QUALITY ON CUSTOMER ENGAGEMENT WITH CUSTOMER EMOTIONS AS AN INTERVENING VARIABLE IN AMAN CEPAT COMPANY | en_US |
| dc.type | Article | en_US |
