PENGARUH TIGA ELEMEN JASA TERHADAP KEPUASAN KONSUMEN DAN NIAT UNTUK SETIA ATAU BERGANTI PENYEDIA JASA
Abstract: Service quality is
not just quality of what is delivered (core quality). However, the quality of
how the service is delivered (relational quality) can be put into service
quality dimensions. Other aspect that
could be considered by customer to make a decision to choose which service that
they would use was perceived value. Customers always compare what they had to
pay with what they received. And it could impact to behavioral intentions.
This research investigated the relationship between three elements – core
service quality, relational service quality and perceived value – and customer
satisfaction and future intentions in service industry. Using structural
equation modeling, results of this research revealed that three service
elements were important drivers of customer satisfaction, further, show that
perceived value was the most important driver of customer satisfaction and
relational quality was more important driver of customer satisfaction than core
quality. It related with a kind of the service that was used in this research,
high contact service. Beside that, a direct link between customer satisfaction
and future intentions was established. A major conclusion was that both
perceived value and service quality dimensions should be incorporated into
customer satisfaction models to provide a more complete picture of drivers of
satisfaction.
Keywords: Core quality,
Relational quality, Value, Customer satisfaction, Switch intentions, Loyalty intentions,
High contact service
Penulis: Dien Mardiah
Kode Jurnal: jpmanajemendd070061
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