Pengaruh Kualitas Produk, Kualitas Layanan, Citra Perusahaan, dan Nilai Pelanggan Terhadap Kepuasaan Pelanggan Indihome (Studi Kasus pada PT. Telkom Kota Semarang)

Syahwi, Muhammad; Pantawis, Setyo

doi:10.35829/econbank.v3i2.202

Cited by 7 publications

(7 citation statements)

References 6 publications

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“…Higher customer value ensures customer satisfaction, customer perceived value has a substantial direct impact on customer satisfaction. Customer satisfaction can be realized if the service felt by the customer or at least almost the same as what the customer expects in buying or using services from a service provider (Syahwi & Pantawis, 2021).…”

Section: Literature Reviewmentioning

confidence: 99%

The Mediating Role of Customer Trust in the Effect of Service Quality and Customer Perceived Value on Customer Satisfaction

Dewi,

Praswati

2024

JIMKES

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With the continued development of the beauty industry, there has been a real increase in the number of beauty producers and clinics spread throughout Indonesia. This research aims to analyze the influence of service quality and customer perceived value on customer satisfaction which is mediated by trust in beauty clinic users. With a sample size of 100 respondents. After the data was collected, it was analyzed using SmartPLS3.0 software. This research is a type of descriptive quantitative research which aims to provide a further description of the symptoms or phenomena that occur. This is a type of correlation research, which means knowing how the independent variable and dependent variable correlate with each other. The results that can be revealed in this research are that the variable service quality has a significant positive effect on customer satisfaction, service quality has a significant positive effect on trust, customer perceived value has a significant positive effect on customer satisfaction, customer perceived value has a positive and significant effect on trust, trust has a positive effect and significant on customer satisfaction, trust has a negative and insignificant effect mediating service quality on customer satisfaction, trust has a positive and significant effect mediating customer perceived value on customer satisfaction.

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Section: Literature Reviewmentioning

confidence: 99%

The Mediating Role of Customer Trust in the Effect of Service Quality and Customer Perceived Value on Customer Satisfaction

Dewi,

Praswati

2024

JIMKES

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“…Diperkuat juga dengan riset yang dilaksanakan (Hamsia et al, 2018) bahwasannya secara simultan kualitas pelayanan dan nilai pelanggan berpengaruh signifikan terhadap kepuasan pelanggan. Hal ini juga selaras dengan riset yang dilaksanakan (Syahwi & Pantawis, 2021) bahwasannya nilai pelanggan berpengaruh positif signifikan terhadap kepuasan pelanggan.…”

Section: Pembahasan Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pel...unclassified

Pengaruh Kualitas Pelayanan dan Nilai Pelanggan Terhadap Kepuasan Pelanggan PT. Anugerah Bintang Sejahtera Abadi Banyuwangi

Daniati,

Suwena

2023

Ekuitas

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This research aims to examine the variables of service quality and customer value partially and simultaneously whether there is an influence on customer satisfaction at PT. Banyuwangi Eternal Prosperous Star Award. This type of research is causal quantitative and the data collection method is a questionnaire, but previously tested for validity and reliability first. A sample of 155 respondents. The sample technique uses purposive sampling and the sample conditions are according to the selected qualifications, namely users of delivery services at PT. Banyuwangi Eternal Prosperous Star Award. Data analysis methods in this research are multiple linear regression, classic assumption test, t test and f test. The results of this research show: (1) there is a partial positive and significant effect of service quality and customer value on PT. Anugerah Bintang Sejahtera Abadi Banyuwangi is proven by the t-count value of the X1 variable 4.892 > t table 1.654, a significance value of 0.000 <0.05 and the t-count value of the X2 variable 9.282 > t table 1.654, a significance value of 0.000 <0.05 (2) there is an influence significant simultaneously from service quality and customer value to customer satisfaction PT. Banyuwangi Eternal Prosperous Star Award is proven by the calculated F-value of variables X1 and X2 48.371 > F table 3.055 and a significance value of 0.000 <0.05.

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“…Oleh sebab itu suatu perusahaan harus bisa mempertahankan maupun meningkatkan ataupun menjaga pelanggan dengan cara berikanlah nilai serta kepuasan pelanggan yang dijadikan sebagai karakteristik tersendiri dari barang ataupun produk itu yang tidak akan dapat dimiliki oleh pesaing kompetitor lainnya. (Syahwi & Pantawis, 2021) Kualitas produk dalam suatu produk ataupun barang ialah sesuatu perihal paling didasarkan pada keputusan pembelian suatu barang. (Pramudita et al, 2022), Suatu kualitas produk masih sering suatu tolak ukur dari penumbuhan dengan strategi marketing serta menjadi dalam bagian dalam keputusan pembelian yang ditentukan.…”

Section: Pendahuluanunclassified

Pengaruh Kualitas Produk, Promosi dan Nilai Pelanggan Terhadap Keputusan Pembelian di PT Weedo Niaga Global

Mahatta,

Heryenzus

2023

eCo-Buss

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With the advent of growing globalization, the business world is booming, leading to the fact that they all have strong competitiveness, so that without them knowing it, they can do everything from entrepreneurs to profits achieved through power struggles. competition from competitors that appear in the global business market. The benefits and objectives of this study are to determine the effect of product quality, promotion and customer value on purchasing decisions at PT Weedo Niaga Global simultaneously. This research uses descriptive research through a quantitative approach. The application program used namely SPSS version 26. The sample obtained from the simple random sampling technique was 105 respondents. The data collection process uses the google form in the form of a questionnaire and has been processed using SPSS. The results that have been tested through statistical tests on the variables of product quality, promotion and customer value are data that show normal distribution data, independent variables have no ties to the absence of multicollinearity and heteroscedasticity. Test results there are, among others, the coefficient of determination as much as 77.9%, the f test proves the value of 52.133> 2.69 with sig 0.000 <0.05 that simultaneous occurrence between product quality, promotion and customer value has a significant effect on purchasing decisions. The t test results from product quality of 2,390 > 1.98326, promotion of 2,862 > 1.98326 and customer value of 4,428 > 1.98326. Therefore all t test results include the interpretation of the accepted hypothesis.

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Pengaruh Kualitas Produk, Kualitas Layanan, Citra Perusahaan, dan Nilai Pelanggan Terhadap Kepuasaan Pelanggan Indihome (Studi Kasus pada PT. Telkom Kota Semarang)

Cited by 7 publications

References 6 publications

The Mediating Role of Customer Trust in the Effect of Service Quality and Customer Perceived Value on Customer Satisfaction

The Mediating Role of Customer Trust in the Effect of Service Quality and Customer Perceived Value on Customer Satisfaction

Pengaruh Kualitas Pelayanan dan Nilai Pelanggan Terhadap Kepuasan Pelanggan PT. Anugerah Bintang Sejahtera Abadi Banyuwangi

Pengaruh Kualitas Produk, Promosi dan Nilai Pelanggan Terhadap Keputusan Pembelian di PT Weedo Niaga Global

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