Open AccessSERVICE DELIVERY TERHADAP CUSTOMER VALUE SERTA DAMPAKNYA PADA KEPUASAN PELANGGAN
Author(s) -
Galih Ginanjar Saputra
Publication year - 2020
Publication title -
jurnal riset bisnis dan manajemen
Language(s) - English
Resource type - Journals
eISSN - 2580-9539
pISSN - 1979-0600
DOI - 10.23969/jrbm.v13i2.3006
Subject(s) - customer satisfaction , business , path analysis (statistics) , service quality , marketing , service (business) , customer retention , customer advocacy , customer value , customer delight , advertising , mathematics , statistics , economics , market economy , hierarchy
Satisfaction and dissatisfaction of customers to a product/service will affect the subsequent behavior patterns, and it is shown after the customers use of the product/service. The purpose of this research is to analyze the magnitude of influence service delivery towards customer value and the impact on customer satisfaction in Cuis Cake Café and Shop in Cianjur. The methods used in this research is explanatory survey methods, while for data analysis by using path analysis. The results support four hypothesis are, an influence of service delivery to the customer value with the effect of 25,4%, the influence of customer value on customer satisfaction with the level of influence of 63,3%, the influence of service delivery to customer satisfaction with the level of influence of 28,9%, and an effect on the variable service delivery to customer value and impact to customer satisfaction with the overall level of influence of 66,9%.