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All Journal International Journal of Science and Applied Science: Conference Series MANAJERIAL Jurnal BISNIS & KEWIRAUSAHAAN The International Journal of Business Review (The Jobs Review) Sosiohumanitas: Jurnal Ilmu-Ilmu Sosial dan Humaniora Jurnal Pendidikan dan Pembelajaran Ekonomi Akuntansi Holistik Manajemen Jurnal Manajemen EDUCARE Jurnal Pengabdian Tri Bhakti Jurnal Bisnis dan Kewirausahaan
Euis Eka Pramiarsih
Universitas Langlangbuana
Religion Humanities Chemistry Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Physics Social Sciences Other

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Journal : Jurnal Bisnis dan Kewirausahaan

 1 
PENGARUH ELEMEN JASA TERHADAP KEPUASAN KONSUMEN DAN NIAT UNTUK SETIA ATAU BERGANTI PENYEDIA JASA Euis Eka Pramiarsih
Jurnal Bisnis dan Kewirausahaan Vol. 4 No. 2 (2015): Jurnal Bisnis dan Kewirausahaan
Publisher : Lembaga Penelitian, Publikasi dan Pengabdian pada Masyarakat (LP3M) Nobel Indonesia

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Abstract

Service quality is not quality of what is delivered (core quality). However , the quality of how the service is delivered (relational quality) can be put into service quality dimensions. Other respect that could be considered by costumers to make a decision to choose which service that they would use was perceived value. Costumers always compare what they had to pay with what they received. And it could impact to behavioral intentions. this research investigated the relationship between three elements-core service quality, relational service quality and perceived value –and customer satisfaction and future intentions in service industry . Using structural equation modeling, result of this research revealed that three service elements were important drivers of customer satisfaction further, show that perceived value was the most important driver of customer satisfaction, and relational quality was more important driver of customer satisfaction than core quality. It related with a kind of the service that was used in this research , high contact service. Beside that, a direct link between customer satisfaction and future intentions was established . A major conclusion was that both perceived value and service quality dimensions should be incorporated into customer satisfaction models to provide a more complete picture of drivers of satisfaction.
Co-Authors Alvin Wiharja Bella Anantha Sritumini Bella Annantha Sritumini Deasy Rahmawati Iwan Gunawan Lisnawati, Cucu Ludi Hermawan Masril Rya Mia Andini Nanda Ardhia Regita Nano Sukmana Ria Herdhiana Rina Maryani Rita Zahara Solihatul Fadila Sri Rahayu Yuyus Suryana