EKUITAS (Jurnal Ekonomi dan Keuangan)
Vol 5 No 4 (2021)

PERAN KEPUASAN PELANGGAN DALAM MEMODERASI PENGARUH PERCEIVED VALUE TERHADAP LOYALITAS PELANGGAN

Budiyono Budiyono (Institut Teknologi Bisnis AAS Indonesia)
Sutianingsih Sutianingsih (Sekolah Tinggi Ilmu Ekonomi Atma Bhakti Surakarta)



Article Info

Publish Date
31 Dec 2021

Abstract

The purpose of this study is to test and analyze how important the perceived value of Elsirestore's products is on customer loyalty, to test and analyze how much satisfaction increases with customer loyalty at Elsirestore, and to test and analyze perceived value of customer loyalty to Elsirestore's products with customer satisfaction. The method of data collection using a questionnaire conducted on respondents, namely consumers of Elsirestore. Data analysis techniques in testing the hypothesis of this study used multiple linear regression analysis techniques. The results show that the Perceived Value variable has a significant effect on Customer Loyalty, as evidenced by the p value = 0.037 (p <0.05), which means there is a significant effect, where the better the Perceived Value, the better the Customer Loyalty. Customer Satisfaction has a significant effect on Customer Loyalty as evidenced by the p value = 0.000 (p <0.05), which means that Customer Satisfaction has a significant effect on Customer Loyalty, where the better customer satisfaction, the better Customer Loyalty. Customer satisfaction moderates the effect of perceived value on customer loyalty at Elsirestore. This is indicated by the value of p value = <0.001 (p<0.05).

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Journal Info

Abbrev

ekuitas

Publisher

Subject

Economics, Econometrics & Finance

Description

Diterbitkan oleh Sekolah Tinggi ilmu Ekonomi Indonesia (STIESIA) Surabaya secara berkala (setiap tiga bulan) yaitu setiap Maret, Juni, September, dan Desember, dengan tujuan untuk menyebarluaskan hasil penelitian, pengkajian, dan pengembangan bidang ekonomi dan keuangan, khususnya bidang akuntansi, ...