PENGARUH KUALITAS LAYANAN SERTA NILAI YANG DIRASAKAN TERHADAP KEPUASAN PENGGUNA JASA DENGAN CITRA PENJUALAN LELANG DI KANTOR PELAYANAN KEKAYAAN NEGARA DAN LELANG JEMBER
Abstract: This study aims to
analyze the effects of: (1) service quality and perceived values on customers
satisfaction; (2) service quality and perceived values on the image of auction
sales; and (3) customers satisfaction on the image of auction sales in the
State Assets and Auction Service Office (KPKNL) Jember. This research uses SEM
and Analysis Modelling Structure. The population of this study is all customers
of KPKNL Jember with the sample consists of 150 respondents. Results show that:
(1) service quality and perceived values have significant effect on customers
satisfaction;(2) service quality and perceived values have significant effect
on the image of auction sale;, and (3) customers satisfaction has significant
effect on the image of auction sales in KPKNL Jember.
Keywords: Service Quality,
Perceived Values, Customer Satisfaction, and Product Image
Penulis: Wiji Yudhiharso, Diah
Yulisetiarini, Bambang Irawan
Kode Jurnal: jpmanajemendd151612
