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All Journal Among Makarti Jurnal Ekonomi Bisnis Dan Industri (EBI) Jurnal Applied Research in Management and Business Jurnal Pengabdian Masyarakat J-LEE - Journal of Law, English, and Economics Jurnal Riset Perbankan, Manajemen dan Akuntansi SEMINAR NASIONAL PENELITIAN DAN PENGABDIAN KEPADA MASYARAKAT
Puspita Lianti Putri
Universitas Harapan Bangsa
Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Nursing Public Health Social Sciences Other

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Journal : Jurnal Riset Perbankan, Manajemen dan Akuntansi

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Pengaruh Diferensiasi dan Inovasi Terhadap Kepuasan Pelanggan Dengan Keunggulan Bersaing Sebagai Variabel Intervening Puspita Lianti Putri
Jurnal Riset Perbankan Manajemen dan Akuntansi Vol 4 No 2 (2020): Jurnal Riset Perbankan Manajemen dan Akuntansi
Publisher : Sekolah Pascasarjana Perbanas Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56174/jrpma.v4i2.73

Abstract

This research aims to analyse competitive advantage as an intervening variable on Go-Pay customer satisfaction in Tebet, South Jakarta. This study uses differentiation and innovation strategies as independent variables, customer satisfaction as the dependent variable, and competitive advantage as an intervening variable. The number of samples in this study amounted to 150 respondents who were determined using the non-probability sampling method, simple random sampling. This research uses quantitative causal research, Go-Pay users as a sample. The data analysis method used in this study is the SEM (Structural Equation Modelling) model with the Analysis of Moment Structure (AMOS) program. The results showed that differentiation and innovation have a positive and significant effect on competitive advantage. Differentiation has a positive but not significant effect on customer satisfaction. Then, innovation has a positive and insignificant effect on customer satisfaction, and competitive advantage has a positive effect and significant on customer satisfaction. Competitive advantage as an intervening variable has a positive and significant effect on customer satisfaction. Competitive advantage as an intervening variable has a positive and significant effect on innovation and customer satisfaction.
Co-Authors Faizal Rizky Yuttama Iin Dyah Indrawati Isma Asyifa Urohmah Kartika Dwi Chandra Sari Kartika Dwi Chandra Sari Kartika Ramadhani Kristianto, Giovanny Bangun Maya Ruhtiani Siti - Mukaromah Slamet Slamet Tyas Febiani Ully Resmi Nugrahaeni Yuris Tri Naili