PENGARUH PERSEPSI KUALITAS PELAYANAN DAN PERSEPSI NILAI TERHADAP KEPUASAN PELANGGAN Survey Pada Pelanggan Indomaret JL. Palmerah Raya Jakarta-Barat
Daftar Isi:
- ABSTRACT Iin Pusfita Sarih., 2014; Influence Perceptions of Service Quality, Perceived Value on Customer Satisfaction Indomaret Palmerah. Thesis, Jakarta: Concentration in Marketing Management, Program Management S1, Department of Management, Faculty of Economics, State University of Jakarta. The purpose of this research are: 1) to determine the description / overview of the perception of service quality, perceived value and customer satisfaction at Indomaret Palmerah, 2) To examine empirically the effect of perceptions of service quality on customer satisfaction Indomaret, 3) To examine empirically the effect of the perception of the value of the Indomaret customer satisfaction, 4) To empirically test the influence of perceptions of service quality and perceived value together towards customer satisfaction Indomeret. The research object Indomaret customers western Jakarta branch palmerah shopping more than once a month in the period from May 2013 to January 2014. Samples used in this research 370 respondents and analysis of data using SPSS software tally 22. Hypothesis testing results showed: 1) positive significant effect on the perception of service quality on customer satisfaction (0.442), 2) the existence of a significant positive influence of perceived value on customer satisfaction (0.445), 3) a positive significant effect on the perception of service quality and perceived value to the customer's customer satisfaction (0.301 ), (0.305). Keywords: perception of service quality, perceived value, customer satisfaction