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All Journal Jurnal Manajemen Pemasaran dan Perilaku Konsumen
Bachtiar, Azhar Ahmad
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Decision Sciences, Operations Research & Management

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The Influence of Service Quality and Perceived Value on Customer Satisfaction Bachtiar, Azhar Ahmad; Isharina, Ikhtiara Kaideni
Jurnal Manajemen Pemasaran dan Perilaku Konsumen Vol. 4 No. 3 (2025)
Publisher : Fakultas Ekonomi dan Bisnis Universitas Brawijaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21776/jmppk.2025.04.3.02

Abstract

Purpose –  This study aims to examine the effects of service quality and perceived value on customer satisfaction among IB Net customers.    Design/methodology/approach –   This study employs a quantitative explanatory research design to analyze the relationships between service quality, perceived value, and customer satisfaction. The population consists of 63 active IB Net customers, which were selected using a saturated (census) sampling technique under a probability sampling approach. Data were collected and analyzed using multiple linear regression, t-test, and F-test, all performed using IBM SPSS Statistics version 26.   Findings – The results indicate that both service quality and perceived value have a positive and significant effect on customer satisfaction. These findings suggest that improvements in service delivery and perceived benefits are key determinants of customer satisfaction in internet service provision.   Originality/value – This study contributes to service marketing literature by examining the combined influence of service quality and perceived value on customer satisfaction in the context of internet service providers. The findings provide practical implications for IB Net in enhancing service performance and customer-perceived value to improve satisfaction and retention.  
Co-Authors Ikhtiara Kaideni Isharina