Record Details

Quality Perception’s Effect on Customer Satisfaction and Loyalty

Management and Administrative Sciences Review

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Field Value
 
Title Quality Perception’s Effect on Customer Satisfaction and Loyalty
 
Creator Suarniki, Ni Nyoman
Omsa, Sirajuddin
 
Description The purpose of this study was to analyze the direct effect of service quality perceptionon customer satisfaction and indirect effect through the mediation of functional value,emotional value, and social value. This study also analyzed the direct effect of customersatisfaction on customer loyalty. The study used explanatory research with quantitativeapproach. Total sample in this research was 116 users of Honda who served their motorcyclesin Astra Honda Authorized Service Station (AHASS) in Makassar, Indonesia. Samplingtechnique used was an accidental sampling method while data collection method usedquestionnaire. Descriptive statistical analysis and Structural Equation Modeling (SEM)were used to analyze the data. The results showed that there was a significant effect of servicequality perception (X) on customer satisfaction (Y4) both directly and indirectly through themediation of functional value (Y1), emotional value (Y2), and social value (Y3). Similarly, there was a significant effect of customer satisfaction (Y4) on customer loyalty (Y5).
 
Publisher Academy of Business & Scientific Research
 
Date 2017-09-30
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier http://absronline.org/journals/index.php/masr/article/view/728
 
Source Management and Administrative Sciences Review; Vol 6 No 5 (2016): September, 2017; 159-171
2308-1368
2310-872X
 
Language eng
 
Relation http://absronline.org/journals/index.php/masr/article/view/728/742