PENGARUH SERVICE QUALITY DAN PERCEIVED VALUE TERHADAP KEPUASAN DAN LOYALITAS KONSUMEN APARTEMEN DI KOTA SURABAYA
Abstract: Apartments have
become an alternative
place to live
in Surabaya that
is quite strategic for
the business community, especially for expatriates who live
here as well as our native business people. Apartment buildings have
also grown in number although the rate
of accupancy itself has yet
to reach 100
%. The requirements needed for
apartment to be a place
to live are more
or less the
same as those needed for
housing complex in
general. Nevertheless, the main
difference is the facilities readily
available in apartement
building, such as
a spacious parking area, a fully equipped gymnasium, a
swimming pool, and also other sports facilities. Moreover, what we do not
normally find in a housing complex is the availability of security and sanitary
services for every room there.
This research is
aimed at examining
the infuence of
service quality as
well as perceived value of
consumers, or in this case the occupants of the apartment, over their
satisfaction and loyalty. The respondents being analyzed
are the occupants of nine apartments located in Surabaya. The tool used
for analyzing is the Structure Equation Modeling (SEM)
obtained through the software AMOS 3.6.
To sum up, the result of the hypothetical analyzes shows that: (1) service quality as
well as perceived value have
an influence over
the satisfaction felt
by occupants of apartments
in the Surabaya
area; (2) service
quality has influence
over the perceived value; (3)
satisfaction has no influence over loyalty felt by occupants; (4) service quality as well
as perceived value have no influence
over loyalty felt by occupants, both direct and indirect as seen through
satisfaction as the intervening variable.
The lack of
influence that satisfaction
has over loyalty
can be explained
as a growing phenomenon.
This phenomenon sees
the tendency for
both purchaser and occupants
of apartment to choose
apartement as their
place of living
(and not as an investment), and also
the availability of
guarantee for their privacy.
Penulis: Jeanne Ananti Sutanto
Kode Jurnal: jpmanajemendd080072
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