Analisis Pengaruh Show Experience Quality dan Peripheral Service Quality Terhadap Customer Satisfaction dengan Value Sebagai Variabel Intervening

Liyanto, Liyanto (2011) Analisis Pengaruh Show Experience Quality dan Peripheral Service Quality Terhadap Customer Satisfaction dengan Value Sebagai Variabel Intervening. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Customer satisfaction can be interpreted results from the experience of meeting services that compare the expected performance of consumer services. It is most important to the success of the measurement of quality and customer satisfaction is understanding what to measure, when to measure it, how to do it, how to analyze data and how to use, it can be concluded that there are two variables that are related to Customer Satisfaction: Service Quality and Value. This study choose the people of Batam as a population and select a 4-star hotel guests who had witnessed the artistic or cultural performances at the Esplanade as a sample. Country of Singapore has a diverse arts and culture, and tourist attraction to the performing arts and culture, can be proved to always swing visitors in the arts and cultural performances at the Esplanade. Sample selection method used in this study is nonprobabilitas judgment sampling method. The method of sample selection is not random that the information obtained using certain considerations that are tailored to the purpose or research problem and then the data is processed and analyzed using statistical tests. Based on the results of this study can be concluded that the Show Experience Quality and Peripheral Service Quality with Value as intervening variables have an influence on Customer Satisfaction. Keyword: Show experience quality, Service peripheral quality, Value, Customer satisfaction

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