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PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN NILAI PELANGGAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING

Management Analysis Journal

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Title PENGARUH KUALITAS PELAYANAN, PERSEPSI HARGA DAN NILAI PELANGGAN TERHADAP LOYALITAS KONSUMEN MELALUI KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING
 
Creator Wijayanti, Ika Wahyu; Jurusan Manajemen, Fakultas Ekonomi, Universitas Negeri Semarang, Semarang
Wahyono, Wahyono; Jurusan Manajemen, Fakultas Ekonomi, Universitas Negeri Semarang, Semarang
 
Subject service quality; price perception; customer value; satisfaction; loyalty
 
Description This study aimed to determine the effect of service quality, price perception and customer value on customer loyalty through customer satisfaction as an intervening variable of the consumer-Indosat IM3 cellular card. Data were collected from 100 respondents of IM3 users using accidental sampling method, then processed using SPSS 16.0 software using path analysis. The results show that there is a positive and significant impact service quality, price perception and customer value to customer loyalty. Service quality has significant positive effect on loyalty through customer satisfaction as mediation, price perception and customer value has negatively affect loyalty through customer satisfaction as mediation
 
Publisher Management Analysis Journal
 
Contributor —
 
Date 2015-03-08
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://journal.unnes.ac.id/sju/index.php/maj/article/view/7212
10.15294/maj.v4i1.7212
 
Source Management Analysis Journal; Vol 4, No 1 (2015): Management Analysis Journal
2502-1451
2252-6552
 
Language eng
 
Relation http://journal.unnes.ac.id/sju/index.php/maj/article/view/7212/5005