FAKTOR YANG BERPENGARUH TERHADAP KEPUASAN KONSUMEN DAN BEHAVIORAL INTENTION DENGAN PERCEIVED VALUE SEBAGAI VARIABEL MODERASI
ABSTRACT: It has often been
argued that customer satisfaction can contri-bute significantly to a company’s
success in a variety of ways. This study aims to analyze effect of three
determinants of quality dimen-sions
(product, service, and physical environment)
to customer satisfaction. The
model has been
tested using surveyed
data from 100 customers in Solo
Wholesale Center. The data analyse use the multiple regression
analysis and moderated
regression analysis with standardized
residual test. Finally,
customer satisfaction is indeed a significant predictor of
behavioral intention. This means that
the more satisfied
the consumers the
more likely they
are to repurchase product
from the same
retailer and more
likely to do positive word-of-mouth communication.
Thus, behavioral intentions expressed by consumers depend on their levels of
satisfaction.
Keywords: quality
dimensions behavioral intentions,
perceived value, customer satisfaction
Penulis: Ernawati dan Untung
Sriwidodo
Kode Jurnal: jpmanajemendd120295
Pesan jurnal yang anda butuhkan disini.... >>> KLIK DISINI <<<
