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All Journal Jurnal Ekonomi Pembangunan Jurnal Pendidikan Khusus Jurnal Kesehatan Masyarakat JAM : Jurnal Aplikasi Manajemen Jurnal Riset Kesehatan Buletin Keslingmas AGROSAINSTEK: Jurnal Ilmu dan Teknologi Pertanian Jurnal Pengabdian Masyarakat Borneo Jurnal Bimbingan dan Konseling Borneo Jurnal Borneo Humaniora Bioscientist : Jurnal Ilmiah Biologi Asia Pacific Journal of Management and Education Innovative Technologica: Methodical Research Journal Jurnal Inspirasi Bimbingan dan Konseling
Tri Cahyono
Jurusan Kesehatan Lingkungan; Poltekkes Kemenkes Semarang
Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mechanical Engineering Public Health Social Sciences Other

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Journal : JAM : Jurnal Aplikasi Manajemen

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EXPLAINING THE ROLE OF SERVICE QUALITY AND CUSTOMER VALUE ON CUSTOMER SATISFACTION Cahyono, Tri; Herdinata, Christian; Harianto, Eric; Olasode, Tikristini
Jurnal Aplikasi Manajemen Vol. 21 No. 1 (2023)
Publisher : Universitas Brawijaya, Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/ub.jam.2023.021.1.09

Abstract

The interest of this study is how to maintain service quality to achieve customer satisfaction. This study is expected to provide an understanding of the effect of service quality and customer value on customer satisfaction and its indicators. This study analyzes the factors influencing customer satisfaction in the aviation training and education industry. The studies were on service quality, customer value, and customer satisfaction. This research is descriptive and quantitative and focuses on analyzing factors that influence customer satisfaction with a survey method approach using a questionnaire. The population in this study were alumni of Merpati Training Centre students who had completed the initial FOO and Engineering education held by Merpati Training Centre. The study was conducted on 86 respondents with a non-random sampling technique using purposive sampling. The results of the study showed that the service quality has a significant effect on customer value, the service quality has a significant effect on customer satisfaction, the customer value has a significant effect on customer satisfaction, and the service quality has a significant effect on customer satisfaction through the intervening customer value. It showed that maintaining good relationships with customers, in this case, students, and improving the service quality provided will impact the customer value obtained by students. Ultimately the expected customer satisfaction is achieved in the aviation training and education industry. If the service quality, customer value, and customer satisfaction are met as expected, it will impact increasing the number of customers and growing in the future.
Co-Authors , SST., M.Si, Sugeng Abdullah Agus Subagiyo Agustin Cicaningsih Amaliah, Nurul Anugrah Putradana Aprina Titis Mustika Arif Widiyanto Arif Widyanto Aris Santjaka Asep Tata Gunawan Asep Tata Gunawan Asep Tata Gunawan, Asep Tata Ashilla Nurmala Afifa Aulia, Salma Fitri Badrul Jamal Budi Utomo Budi Utomo Chatarina Umbul Wahyuni Christian Herdinata Citra Kusumawardhani U.P Dian Nita Utami Djamaluddin Ramlan Djamaluddin Ramlan, Djamaluddin Dwi Budi Santoso Dwi Candra Ningsih Dwi Setyorini Epa Paujiah, Epa Eric Harianto Ersa Maya Asanti Fara Destiara Fauzan Ma’aruf Febri Apwanti Fidiyawati, Eni Fitri Setyaningsih Graha Putri, Sukma Cantika Hadiansah, Hadiansah Halfa Sausan Mardlia Hari Rudijanto Indro Wardono Hari Rudijanto IW Hari Rudijanto IW Hari Rudijanto IW Herni Pusparini Hidayah, Nurul Izzah Husnul Yusmianti, Siti Nur I Ketut Suada Ibnu Misbahul Munir Irfan Septia Kurniawan Ismuniar, Cici Iswan Noor Izza, Sofia Nurul Jidi, Jidi Kodrat Widodo Kurniawan, Irfan Septia Lagiono Lagiono, Lagiono Linda Restu Pamuji Linduajie, Binzar M. Choiroel Anwar Ma'ruf, Fauzan Magdalena Sirait, Emma Juwita Mamay Maryani Maratus Solikha Marsum Marsum Maryunani Maryunani, Maryunani Mela Firdaust Meldiana, Reva Merlin Merlin, Merlin Mohamad Ilham Maulana Latif Nazwa Manurung Nur Hikmawati Nur Hilal Nur Hilal, Nur Nur Latifah Prajawanti Olasode, Tikristini Olivia Anggraeni Yuliarti Pamuji, Linda Restu Prantasi Harmi Tjahjanti Prasetyo Udi Utomo Restutusi Ayu Waluyo Retno Wuryatmi Rina Febriani Rina Yuliana Salma Salma Siti Masitoh Siti Rahmi, Siti Sovayunanto, Riski Sugeng Abdullah, Sugeng Sukma Cantika Graha Putri Sunaryo Sunaryo Suriata, Suriata Taraegi Evani Kanigia Taraegi Evani Kanigia Tauleka, Abdul Rohim Teguh Widiyanto Teguh Widiyanto Tri Marthy Mulyasari Utomo, Nur Wardhani, Alfiana Kusuma Widiyanto, Teguh Widiyanto Yudastuti, Ririh Yulianto Yulianto Yulianto Yulianto Yulianto Yulianto Yulianto Zaeni Budiono Zaeni Budiono