PENGARUH CUSTOMER PERCEIVED VALUE TERHADAP CUSTOMER SATISFACTION PT. XYZ

Martinus Wilman Sucahyo

Abstract


Penelitian ini membahas tentang Customer Perceived Value terhadap Customer Satisfaction PT. XYZ. Dalam penelitian ini, Customer Perceived Value diukur melalui dimensi Core Product Value, Service Value dan Relationship Value. Masing-masing dimensi ini akan diuji pengaruhnya terhadap Customer Satisfaction, baik secara simultan maupun secara parsial, serta dimensi mana yang paling berpengaruh terhadap Customer Satisfaction. Sampel penelitian berjumlah 100 pelanggan PT. XYZ. Data penelitian diolah dengan menggunakan Analisa Regresi Linear Berganda, Uji F dan Uji T. Hasil dari penelitian ini menunjukkan bahwa seluruh dimensi dari variabel Customer Perceived Value secara simultan berpengaruh signifikan dan positif terhadap kepuasan pelanggan PT. XYZ. Akan tetapi jika dikaji secara parsial dimensi yang memberikan pengaruh secara nyata terhadap Customer Satisfaction adalah Core Product Value dan Relationship Value.


Keywords


Customer Perceived Value, Kepuasan Pelanggan, B2B.

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