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Journal : JAM : Jurnal Aplikasi Manajemen

ROLE OF PERCEIVED VALUE ON CUSTOMER LOYALTY THROUGH OPTIMIZATION OF SERVICE QUALITY AND INNOVATION Husin, Husin; Hermawati, Adya; Purbaningsih, Yuli; Susriyanti, Susriyanti; Fettry, Sylvia; Ali, Shujahat
Jurnal Aplikasi Manajemen Vol. 21 No. 2 (2023)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2023.021.02.03

Abstract

Service providers must pay attention to customer satisfaction in their activities. They must focus on the quality of services provided and the need for innovation to increase customer value. It is important because service providers often pay little attention to the customer's perceived value in supporting service quality. The quantitative approach is used in this research. Data analysis is statistical and involves hypothesis tests. The survey is also conducted in which the data are obtained through a questionnaire. The object of research is service quality, innovation, perceived value, and customer loyalty. The research population is the customers of BPR Kedung Jaya Surabaya, with a sample of 100 respondents. The data collection instrument involves a questionnaire, documentation, and observation. The measurement scale is Likert Scale. The analysis technique in this research is a descriptive statistic and partial least square assisted by Smart PLS software. Results of the study show that: service quality has a significant effect on perceived value, innovation has a significant effect on perceived value, service quality has a significant effect on customer loyalty, innovation has a significant effect on customer loyalty, perceived value has a significant effect on customer loyalty, service quality significantly affects customer loyalty with the mediation of perceived value, and innovation significantly affects customer loyalty with the mediation of perceived value. This research implies that BPR Kedung Jaya Surabaya can use the results of this research as guidance to strengthen customer loyalty by examining all factors that influence research variables.
Co-Authors Aan Wilhan Juliatmaja Abd. Rahim Abdul Hamid Abdul Rahim Adya Hermawati Afsitin Joan Tatra AGUS KURNIA Agus Kurnia Ahdan, Muh. Riad Ali, Shujahat Amin, Muhtar AMINAH Aminah Aminah Aminah Sagista Andri Estining Sejati Arizal Hatam ASNI Asni Asni Aulia Uswa Noor Khasanah Bahari Bahari, Bahari Bahari, Dodi Ismundar Bahari, Dody Ismunandar Dagong, Muh. Ihsan A. Daniel Happy Putra Darlina Darlina Dewi Dewi Doddy Ismunandar Bahari Ekasari, Silvia Farit Rezal Fittriya, Nurul Laili Gustia Handayani, Fitrianti Hasbiadi Hasbiadi Hasbiadi, Hasbiadi Hasbiadi Hasriani Hasriani, Hasriani Hasrin Haya, Yasir Helviani, Helviani Hendriarto, Prasetyono Hendrik Sitaniapessy, Rainier Hisrah, Hisrah Husin Husin, Husin Husnaeni Husnaeni Ikra, Ikra Irsan Rahman, Irsan Irwansyah Irwansyah Iwe, La Jacob, Jufri Jamadi Jamadi, Jamadi Junianto, Pilifus Karim, Ahmad Tarmizi Abd Kasdianti, Eka Kasmin, M. Oby Kasmin, Muhamad Oby La Sisi Lianti, Nur Mariani Marlina Marlina Maruf, Irma Rachmawati Masitah Masitah Muhamad Nur Tanzis Muhammad Ihsan Andi Dagong Muhammad Yusuf Muis Muis Muis, Muis Nasiruddin Neks Triani Nekstriani, Nekstriani Niar Noor, Aulia Uswa Nur, Aprisal Nurfauzi, Yogi Nuridah, Nuridah Nurmaladewi Nurmaladewi, Nurmaladewi Nursalam Nursalam Nursalam Pariakan, Arman Prihantini, Campina Ila Prihantini, Campina Illa Qadaruddin Fajri Adi Rahim, Rahim Rahmat Ari. F Rahmat F Raodatul Jannah Renaldi, Muh Rezal, Farit Risal, Muh. Riska Riska Sagista, Aminah Salam, La Ode Muh. Aswad Salsabila, Syefira Sardjana Orba Manullang Sembiring, H. MR. Ulung Septo Pramesworo, Ignatius Siti Aida Adha Taridala Sulistiyo Nugroho, Budi Suparman Suparman Surahturohmi, Indriani Nurul Susriyanti, Susriyanti Suwandi Ng Syahdar Baba Syefira Salsabila Sylvia Fettry E.M Tamaulina Br Sembiring Taufik, Muh. Ilham Towpek, Hadenan Wa Ode Salma Wahyuni, Syahri Wilhan J, Aan Yunike, Lian Yusmirah, Yusmirah Zulkhar Naim Zulkharnanim, Zulkharnanim