Pengaruh Perceived Service Quality, Perceived Value dan Customer Satisfaction Terhadap Customer Loyalty pada Pelanggan KFC di Jakarta

Theresia Theresia, Vita Briliana

Abstract


Tujuan penelitian mengidentifikasi pengaruh perceived service quality, perceived value dan customer satisfaction terhadap customer loyalty pada konsumen KFC di Jakarta. Rancangan penelitian ini menggunakan penelitian deskriptif dan penelitian kausalitas, pengukuran setiap variabel menggunakan 5 poin skala Likert. Penelitian ini menggunakan data primer dengan pengumpulan data melalui kuesioner. Sampling yang digunakan dalam penelitian ini adalah insidental sampling dan diperoleh sampel sebanyak 138 responden. Penelitian ini menggunakan metode SEM dengan program SmartPLS versi 3.00 sebagai alat ujinya. Hasil penelitian menunjukan bahwa perceived service quality memiliki pengaruh terhadap perceived value. Perceived value memiliki pengaruh terhadap customer satisfaction. Selanjutnya, customer satisfaction memiliki pengaruh terhadap customer loyalty, sementara perceived value dan perceived service quality tidak memiliki pengaruh terahadap customer loyalty.


Keywords


Customer Loyalty; Customer Satisfaction; Perceived Service Quality; Perceived Value

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DOI: https://doi.org/10.55601/jwem.v11i1.750

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