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Detail Karya Ilmiah Dosen

Sufrin Hannan, Budi Suharjo, Kirbrandoko, Rita Nurmalina

Judul : THE INFLUENCE OF PERCEIVED QUALITY, PERCEIVED VALUE, AND CUSTOMER EXPECTATION ON CUSTOMER SATISFACTION: AN EMPIRICAL STUDY ON INDEPENDENT SURVEYOR INDUSTRY IN INDONESIA
Abstrak :

The challenge for independent surveyor services industry in Indonesia in the future is a very high. This service protected by the government through Negative List Investment and will be opened for foreign investment soon. Developing of customer satisfaction will ensure a long-term competitive advantage. This study aimed to develop a model of customer satisfaction in the professional services of coal independent surveyors in Indonesia using Relationship Marketing perspective. Testing the hypothesis made on the relationship between 7 variables to customer satisfaction. Data compiled from 200 questionnaires completed by corporate decision-makers from 51 exporters and coal trading company in Indonesia and analyzed using the Structural Equation Model (SEM). The results of the study show that the customer satisfaction of coal independent surveyor influenced by perceived quality, perceived value and customer expectation.. Research on the perceived quality suggests that perceived quality influenced by reliability, assurance, responsiveness and empathy. 

Key Words: customer satisfaction, perceived quality, perceived value, customer expectation and relationship marketing.

Tahun : 2016 Media Publikasi : Jurnal Internasional
Kategori : Jurnal No/Vol/Tahun : 2 / 14 / 2016
ISSN/ISBN : 09727302
PTN/S : IPB University Program Studi : MANAJEMEN
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