Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Research Horizon
Lazuardy, Dendy
Unknown Affiliation
Arts Humanities Economics, Econometrics & Finance Education Law, Crime, Criminology & Criminal Justice Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
The Effect of Perceived Value and Service Quality on Customer Satisfaction: A Sustainable Growth Strategy for Digital Banks in Indonesia Sutrisno, Ikawati Rosma; Lazuardy, Dendy
Research Horizon Vol. 4 No. 4 (2024): Research Horizon - August 2024 (Thematic Issue)
Publisher : LifeSciFi

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54518/rh.4.4.2024.317

Abstract

In an era of increasingly intense business competition, it is crucial for companies to understand the factors influencing customer satisfaction and supporting sustainable growth. This study examines the influence of perceived value and service quality on customer satisfaction in the context of digital banks in Indonesia. The research employs a quantitative approach with a survey design. Data were collected through questionnaires from 97 digital bank users in the Jakarta, Bogor, Depok, Tangerang, and Bekasi (Jabodetabek) regions using a simple random sampling technique. The sample includes 54% female and 46% male respondents, with the majority aged between 31-40 years. Data were analyzed using partial least squares structural equation modeling (PLS-SEM). The analysis results show that perceived value and service quality positively affect customer satisfaction, which can support sustainable growth for companies. Therefore, digital bank companies need to focus on enhancing perceived value and service quality to improve customer satisfaction and ensure sustainable growth. These findings highlight the importance of digital banks focusing on these aspects to enhance customer satisfaction and achieve long-term sustainable growth.
Co-Authors Sutrisno, Ikawati Rosma