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All Journal PROZIMA (Productivity, Optimization and Manufacturing System Engineering)
A.A Ngr Wishrawan Bhaskara Warman
Universitas Udayana
Industrial & Manufacturing Engineering

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The Role of Customer Perceived Value Mediates the Effect of Service Quality on Customer Satisfaction Ni Made Purnami; A.A Ngr Wishrawan Bhaskara Warman
PROZIMA (Productivity, Optimization and Manufacturing System Engineering) Vol 3 No 1 (2019): Juni
Publisher : Universitas Muhammadiyah Sidoarjo

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21070/prozima.v3i1.1300

Abstract

This study aims to determine the quality of service to customer satisfaction through the perceived value in Sing Ken Ken Lifestyle Boutique Hotel. This study used 130 respondents through purposive sampling method. Data collection methods used through questionnaires. Data analysis technique which is technique of path analysis and test of sobel. The results showed that the service quality is positive and significant on the perceived value of the customer, the service quality is positive and significant on customer satisfaction, the perceived value of the customer, and the perceived value of consumers as mediation of service quality to customer satisfaction. The results showed that the service quality and customers perceived value can affect consumer satisfaction and the perceived value consumers can mediate the effect of service quality to customer satisfaction.
Co-Authors Ni Made Purnami