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UEU » Journal » Manajemen
Posted by [email protected] at 06/05/2024 11:40:11  •  41 Views


THE EFFECT OF SERVICE QUALITY, PERCEIVED VALUE, AND CUSTOMER SATISFACTION ON LOYALTY AND WORD OF MOUTH (WOM)

Created by :
Nurul Oktaviani ( 20190101322 )
Puspita Chairun Nisa



SubjectKUALITAS PELAYANAN
KEPUASAN PELANGGAN
LOYALITAS
Alt. Subject SERVICE QUALITY
CUSTOMER SATISFACTION
LOYALTY
Keywordcustomer loyalty
perceived value
customer satisfaction

Description:

The main objective of this research is to fill the knowledge gap in service quality from the perspective of customer satisfaction, perceived value, customer loyalty, customer satisfaction and Word of Mouth (WOM) so that this research is expected to contribute to the scientific level of marketing management by developing a theoretical understanding that both regarding the variables studied and it is hoped that it can also provide positive managerial implications for the implementation of marketing strategiesin the service sector, especially banking, in increasing customer satisfaction. The sampling method used in this research is non-probability sampling with purposive sampling technique. Data collection was carried out by distributing online questionnaires to 145 BRI customer respondents domiciled in DKI Jakarta aged 18 -60 years and who had carried out direct banking transactions at the bank at least twice in the last 3 months. The analytical method used is Structural Equation Modeling (SEM) with the Partial Least Square (PLS) technique using statistical software. The results can be concluded that service quality can influence customer satisfaction in using BRI bank. The perceived value factor also drives customer satisfaction. Customer satisfaction can influence customer loyalty to use BRI bank and customer loyalty can influence Word of Mouth (WOM) of BRI bank customers. This certainly benefits the business owner and creates company success in the long term.

Date Create:06/05/2024
Type:Text
Format:pdf
Language:Indonesian
Identifier:UEU-Journal-11_4836
Collection ID:11_4836


Source :
International Journal of Economics, Management, and Accounting

Relation Collection:
Fakultas Ekonomi dan Bisnis

Coverage :
Civitas Akademika Universitas Esa Unggul

Rights :
@2024 Perpustakaan Universitas Esa Unggul


Publication URL :
https://digilib.esaunggul.ac.id/the-effect-of-service-quality-perceived-value-and-customer-satisfaction-on-loyalty-and-word-of-mouth-wom-33800.html




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[ Link of Contents]
  1. International Journal of Economics, Management, and Accounting
    https://ij.lafadzpublishing.com/index.php/IJEMA/article/view/107

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customer , customer loyalty , customer satisfaction , loyalty , perceived , perceived value , satisfaction , value



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