Abstract: This study aimed to analyze the effects arising from the service quality ,perceived value,and merk image on satisfaction, , its influence on loyalty from PT.Pos Indonesia (Persero). The variables used in this study is service quality ,perceived value, merk image as an independent variable, then the satisfaction as an intervening variable lastly, the Loyalty as the dependent variable. The sample in this study were 170 respondents from the consumer of PT.Pos Indonesia (Persero)
The method used is non- probability purposive sampling by distributing questionnaires to the respondents (customer). In this study developed a theoretical model to propose six hypotheses to be tested using analysis tools Structural Equation Modeling (SEM) which is operated through a kegiatan AMOS 22.0. Based on the research of data processing SEM for full model has met the criteria of goodness of fit as follows, the value of chi-square = 132.455; probability = 0,071; RMSEA = 0,035; CMIN/DF = 1,204; GFI = 0,920; TLI = 0,982; CFI = 0,985; and a marginal criteria which is AGFI = 0,889. With the result, it can be said that this model is feasible to be used. The results showed that the service quality, perceived value, merk image can be improved by increasing customer satisfaction that affect the satisfaction as a determinant of success to increase customer loyalty
Keywords: service quality, perceived value, merk image, satisfaction, customer loyalty
Penulis: Dea Gustiani Dwi Putri, Suryono Budi Santoso
Kode Jurnal: jpmanajemendd180395
No comments:
Post a Comment