PENGARUH SERVICE QUALITY, PRODUCT QUALITY DAN PERCEIVED VALUE TERHADAP KEPUASAN DAN LOYALITAS PELANGGAN INDUSTRI KAYU PERHUTANI
Abstract: The purpose of this
research is to analyze the influences of service quality, product quality and
perceived value on the satisfaction and loyalty of the customers of Perhutani
wood industry, the level of customer satisfaction and loyalty and managerial
implications. Four data analysis techniques were used including the structural
equation modeling partial least squares (SEMPLS) with 24 exogenous latent
variable attributes and 6 endogenous latent variable attributes; CSI, CLI and
IPA. SEMPLS results showed that the variables of service quality
(T-statistic=2, 79*>T-table=1, 96) and product quality (T-statistic=6,
45*>T-table=1, 96) significantly influence the satisfaction of the customers
of Perhutani wood industry. Perceived value variable (T-statistic=0,
65<T-table=1, 96) doesn’t influence significantly in the form of customers
satisfaction. Customer satisfaction (T-statistic=1, 53<T-table=1, 96) does
not significantly influence the customer loyalty. The data of CSI=80, 85% and
CLI=74, 12% indicate the customers are satisfied and loyal to the service
quality, product quality, and perceived value provided by Perhutani wood
industry. The main priority of the performances to be improved based on IPA
include the attributes of accuracy of product sizes: length, width, thickness),
complaint handling, product delivery, service employees, comprehension of
needs, officer awareness, information on the documents and prevailing prices,
service time completion, purchase document accuracy, price certainty,
allocation certainty, suitability prices with quality, and affordable product
prices.
Penulis: Winarni Saftarya
Timedina Gultom, Lilik Noor Yuliati, Setiadi Djohar
Kode Jurnal: jppertaniandd160066
