Widodo, Bambang Eko (2018) Analisis Kepuasan Pelanggan Dalam Memediasi Hubungan Antara Citra Perusahaan, Kualitas Layanan, Nilai Dan Sikap Relatif Pelanggan Listrik Kelompok Rumah Tangga (Studi Empiris Pada Pt Pln (Persero) Distribusi Jawa Timur Area Surabaya). Doctor thesis, Universitas Brawijaya.
Abstract
Penelitian ini menganalisis kepuasan pelanggan dalam memediasi hubungan antara citra perusahaan, kualitas layanan, nilai dan sikap relatif pelanggan listrik kelompok rumah tangga. Penelitian dilaksanakan pada sampel 415 responden yang mewakili rumah tangga di area yang dilayani oleh PT PLN (Persero) Distribusi Jawa Timur Area Surabaya. Analisis data penelitian dilakukan untuk mengevaluasi model struktural dengan SEM-PLS, menguji efek mediasi dengan SPSS Statistics, dan menguji signifikansi efek mediasi dengan uji Sobel. Hasil analisis membuktikan bahwa kepuasan pelanggan signifikan memediasi secara parsial hubungan antara citra perusahaan dengan sikap relatif pelanggan (z-value = 20,783), di mana citra perusahaan menjadi faktor yang dominan dibandingkan pengaruh dari faktor lainnya. Selain itu, kepuasan pelanggan signifikan memediasi secara penuh hubungan antara kualitas layanan yang dipersepsikan dengan sikap relatif pelanggan (z-value = 14,599), dan kepuasan pelanggan juga signifikan memediasi secara parsial hubungan antara nilai yang dipersepsikan dengan sikap relatif pelanggan (z-value = 15,530). Temuan penelitian ini secara keseluruhan mengungkapkan peran penting kepuasan pelanggan sebagai evaluasi kinerja perusahaan berdasarkan pada persepsi pelanggan atas citra, kualitas layanan dan nilai yang secara kumulatif membentuk sikap relatif pelanggan selama ini. Temuan ini menawarkan gagasan baru mengenai sikap relatif pelanggan, khususnya dalam situasi yang berada di luar kendali perusahaan.
English Abstract
This study analyzes customer satisfaction in mediating the relationship between corporate image, service quality, value and relative attitude of electric customers from household groups. The study was conducted on a sample of 415 respondents representing households in the area served by PT PLN (Persero) East Java Distribution Surabaya Area. Analysis of the research data was undertaken to evaluate the structural model with SEM-PLS, to examine the effect of mediation with SPSS Statistics, and to examine the significance of the mediation effect with the Sobel test.The results of the analysis prove that customer satisfaction significantly mediates partially the relationship between corporate image and customer relative attitude (z-value = 20.783), where corporate image becomes the dominant factor compared to influence from other factors. In addition, customer satisfaction significantly mediates in full the relationship between perceived service quality and customer relative attitude (z-value = 14.599), and customer satisfaction also significantly mediates partially the relationship between perceived value and customer relative attitude (z-value = 15.530). The findings of this study as a whole reveal the important role of customer satisfaction as an evaluation of company performance based on customer perceptions of image, service quality and value that cumulatively shapes the customer’s relative attitude over the years. These findings offer new ideas about the relative attitudes of customers, especially in situations that are beyond the control of the company.
Other obstract
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| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DIS/658.834 3/WID/a/2018/061803832 |
| Uncontrolled Keywords: | Citra perusahaan, kualitas layanan yang dipersepsikan, nilai yang dipersepsikan, kepuasan pelanggan, sikap relatif pelanggan,-Corporate image, perceived service quality, perceived value, customer satisfaction, customer relative attitude. |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | S2/S3 > Doktor Ilmu Manajemen, Fakultas Ekonomi dan Bisnis |
| Depositing User: | Endang Susworini |
| Date Deposited: | 02 Feb 2022 07:59 |
| Last Modified: | 02 Feb 2022 07:59 |
| URI: | http://repository.ub.ac.id/id/eprint/189177 |
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