PENGARUH HARAPAN PELANGGAN, KUALITAS YANG DIRASAKAN, NILAI YANG DIRASAKAN TERHADAP KEPUASAN PELANGGAN KERETA API EKONOMI
RAPIH DHOHO
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
SARI, RIMA YULITA
Subject
658.8 - MANAGEMENT OF MARKETING
Datestamp
2017-05-16 04:05:01
Abstract :
This research aims to find out the effect of customer expectations, perceived quality, perceived value to customer satisfaction in rapih dhoho economic train.The research method used is method research of quantitative research which uses analysis system of SEM (Structural Equation Model. The data obtained by spread the questionnaire to the 130 respondence of rapih dhoho economic train. The research sample used is the customers of rapih dhoho economic train according to the characteristics specified. As the result based on the research is significant positive effect from customer expectations to the customer satisfaction, Significant positive effect from the customer expectations to the perceived quality, Significantpositive effect from perceived quality to the customer expectations, Significant positive effect from perceived quality to the perceived value, And Significant negative effect from perceived value to the customer satisfaction. The communication technology advances can be improving to customer satisfaction of the transportation service by used perceived quality improvement strategies nor the fullfilment of customer expectation. Keywords : customer expectations, perceived quality, perceived value, customer satisfaction, train
This research aims to find out the effect of customer expectations, perceived quality, perceived value to customer satisfaction in rapih dhoho economic train.The research method used is method research of quantitative research which uses analysis system of SEM (Structural Equation Model. The data obtained by spread the questionnaire to the 130 respondence of rapih dhoho economic train. The research sample used is the customers of rapih dhoho economic train according to the characteristics specified. As the result based on the research is significant positive effect from customer expectations to the customer satisfaction, Significant positive effect from the customer expectations to the perceived quality, Significantpositive effect from perceived quality to the customer expectations, Significant positive effect from perceived quality to the perceived value, And Significant negative effect from perceived value to the customer satisfaction. The communication technology advances can be improving to customer satisfaction of the transportation service by used perceived quality improvement strategies nor the fullfilment of customer expectation. Keywords : customer expectations, perceived quality, perceived value, customer satisfaction, train
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