PERAN PERCEIVED VALUE DALAM MEMODERASI PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PELANGGAN KULINER PONDOK JAWI LAHAT

Amaludin Amaludin; Melia Handayani; Saparudin Saparudin

doi:10.55681/jige.v4i1.538

Authors

Amaludin Sekolah Tinggi Ilmu Ekonomi Serelo Lahat
Melia Handayani Sekolah Tinggi Ilmu Ekonomi Serelo Lahat
Saparudin Sekolah Tinggi Ilmu Ekonomi Serelo Lahat

DOI:

https://doi.org/10.55681/jige.v4i1.538

Keywords:

Satisfaction, Service quality, Perceived Value

Abstract

This study aims to conduct research to analyze (1) the effect of service quality and perceived value on customer satisfaction; (2) the effect of perceived value on consumer satisfaction; and (3) the effect of service quality on customer satisfaction moderated by perceived value. The research was conducted at Pondok Jawi Lahat. In this study, researchers used descriptive research with a quantitative approach, basically one of the existing methods. Collecting data with a questionnaire technique through validity and reliability tests. Data analysis used linear regression analysis and absolute difference test, and previously performed the classical assumption test. The results showed that service quality and perceived value had a significant effect on Pondok Jawi Lahat customer satisfaction. Perceived value is a moderating variable that can strengthen the effect of service quality on customer satisfaction. The higher the perceived value of the customer will further strengthen the effect of service quality on customer satisfaction.

Downloads

Download data is not yet available.

References

Abdelfattah, Fadi Abdelmuniem. Muhammad Sabbir Rahman. Mohamad Osman. 2015. Assessing the Antecedents of Customer Loyalty on Healthcare Insurance Products: Service Quality; Perceived Value Embedded Model. Journal of Industrial Engineering and Management, 8(5): 1639-1660.

Jones. 2015. Manajemen Pemasaran. Alfabeta. Bandung

Kotler, Philip. & Kevin Lane Keller. 2016. Marketing Management. England: Pearson Education Limited .

Manoj, Edward. Sunil, Sahadev. 2011. Role Of Switching Costs In The Service Quality, Perceived Value, Customer Satisfaction and Customer Retention Linkage. Asia Pacific Journal of Marketing and Logistics, 23(3): 327-345.

Manoppo, Ferninda. (2013). Kualitas Pelayanan Dan Servicescape

Pengaruhnya Terhadap Kepuasan Konsumen Pada Hotel Gran Puri

Manado. Jurnal. Universitas Sam Ratulangi Manado ISSN 2303-1174.

Jurnal EMBA Vol. 1, No 14

Perwira, Bimo Taufan. 2016. Pengaruh E-Service Quality dan Perceived Value terhadap Kepuasan Pelanggan dan Loyalitas Pelanggan (Survei pada Mahasiswa S1 Universitas Brawijaya yang Melakukan Transaksi Pembelian Online dengan Mobile Application Tokopedia). Jurnal Administrasi Bisnis (JAB) Vol. 38 No. 2 September 2016

Raza Muhammad, Ahmad Nabel Sidiqquei, Hayat M.Awan, Khurram Bukhari. 2012. Relationship Between Service Quality, Perceived Value, Satisfaction And Revisit Intention in Hotel Industry. Interdisclipinary Journal of Contemporary Research in Business, 4(8): 788-805.

Razavi, S.M. Safari, H, Shafie, H. 2012. Relationships Among Service Quality, Customer Satisfaction and Customer Perceived Value: Evidence From Iran's Software Industry. Journal of Management and Strategy, 3(3): 28-37.

Suariedewi, Mas. Eka Sulistyawati. 2016. Peran Perceived Value Memediasi Pengaruh Kualitas Pelayanan Terhadap Kepuasan Konsumen. E-Jurnal Manajemen, 5(12): 8199-8226.

Yang, Z and Peterson, R.T. 2004. Customer perceived value, satisfactison, and loyalty: The role of switching cost. Psychology and Marketing. 21(10), 799822.