Increase Customer Satisfaction of Public Market in Indonesia with Nonlinear SEM-PLS

Effendi, Moch Bisyri (2018) Increase Customer Satisfaction of Public Market in Indonesia with Nonlinear SEM-PLS. INTERNATIONAL JOURNAL OF CIVIL ENGINEERING & TECHNOLOGY (IJCIET), 9 (7). pp. 1394-1402. ISSN 0976 - 6316

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Abstract

The purpose of this study is to determine the factors that can measure utilitarian and hedonic value and the influence of utilitarian and hedonic value to customer satisfaction. Sampling technique in this research is purposive sampling method. The sample in this research is surabaya adolescents aged 17 years and above and has last education of high school. The method used in this research is Non-Linear SEM-PLS method, where the utilitarian value and hedonic value are second order. Utilitarian value in this research is measured by formative indicator that is, entertainment, exploration, place attachment and social status and hedonic value variable measured by formative indicator that is, entertainment, exploration, place attachment and social status. The results of the research inform that utilitarian value variable can be measured by monetary saving, selection, convenience and customized product indicator and hedonic value variable can be measured by entertainment, exploration, place attachment and social status indicator. The results of this study suggest that utilitarian and hedonic value influence significantly to customer satisfaction. The implication of this study provide an overview of the behavior of mall visitors in Surabaya so it can help the manager to arrange various marketing strategies related to customer behavior

Item Type: Article
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Lecturer
Depositing User: MOCH. BISYRI EFFENDI
Date Deposited: 25 Sep 2019 02:00
Last Modified: 25 Sep 2019 02:00
URI: http://eprints.perbanas.ac.id/id/eprint/3689

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