The effect of perception justice and perceived value to satisfaction and its impact on giant hypermarket customer's response in surabaya and sidoarjo

IRNAWATI, DWI and SURYANI, TATIK (2018) The effect of perception justice and perceived value to satisfaction and its impact on giant hypermarket customer's response in surabaya and sidoarjo. 5th INTERNATIONAL CONFERENCE ON BUSINESS AND BANKING (ICBB V), 5 . STIE PERABANAS SURABAYA, BALI. ISBN 978-602-96319-9-9

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THE EFFECT OF PERCEPTION JUSTICE AND PERCEIVED VALUE TO SATISFACTION AND ITS IMPACT ON GIANT HYPERMARKET CUSTOMER'S RESPONSE IN SURABAYA AND SIDOARJO - abstract.pdf - Published Version

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THE EFFECT OF PERCEPTION JUSTICE AND PERCEIVED VALUE TO SATISFACTION AND ITS IMPACT ON GIANT HYPERMARKET CUSTOMER'S RESPONSE IN SURABAYA AND SIDOARJO - article.pdf

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Abstract

Service is the main thing that customers need to achieve satisfaction. When customers are satisfied then the customer will give a positive response to the company, otherwise if the customer is not satisfied then the customer will give a negative response to the company. The purpose of this study is to test empirically about the influence of Justice and Perceptions of Value on Satisfaction and Its Impact on Customer Response Giant Hypermarket in Surabaya and Sidoarjo. This research uses primary data with survey method and use questionnaire. This study used 74 customers in Giant Hypermarket Surabaya and Sidoarjo. In this research use Endogen variable that is Perception of Value, and Perception of Justice, and Exogenous Variables are Satisfaction, Customer Citizenship Behavior, Repurchase Purpose, Word of Mouth Negative, and Complain's Complain. The result of the preparation of Warp PLS 6.0 that the Perception of Values influences Positive Significant to Customer Citizenship Behavior, and Satisfaction, while Perception of Justice has Positive Impact not Significant to Satisfaction, besides Satisfaction Positive Significant Impact on Customer Citizenship Behavior and Repurchase Intention, and Satisfaction impact not significant against the Word of Mouth Negative. These results explain that satisfaction is strongly influenced by the company's services one of which is the justice of the company and the value felt by the customer. ←9pt,Book Antiqua, Italic

Item Type: Book
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.81 - SALES MANAGEMENT
Divisions: Lecturer
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 06 Sep 2018 02:31
Last Modified: 06 Sep 2018 02:31
URI: http://eprints.perbanas.ac.id/id/eprint/3308

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