Bakauheni-Palembang收费公路客户满意度调查

Dini Dwi Wulandary, Agung Kresnamurti Rivai, R. Rahmi
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引用次数: 2

摘要

本研究旨在探讨服务品质、电子口碑及感知价值对巴考亨尼-巨港收费公路顾客满意度的影响。本研究采用定量方法。使用问卷形式的工具进行调查的数据收集技术。本研究的样本为200名受访者,他们在过去一年中至少两次使用Bakauheni-Palembang收费公路。使用SPSS 22版和Lisrel 8.8 SEM(结构方程模型)进行技术数据分析,对研究数据进行处理和分析。结果表明:服务质量对电子口碑没有显著影响,服务质量对顾客满意没有显著影响,感知价值对电子口碑有显著影响,感知价值对顾客满意有显著影响,感知价值对电子口碑有显著影响,服务质量对电子口碑对顾客满意没有显著影响,感知价值对电子口碑对顾客满意有显著影响。
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Investigating Customer Satisfaction of the Bakauheni-Palembang Toll Road
This study aims to determine the effect of service quality, E-WOM, and perceived value on customer satisfaction of the Bakauheni-Palembang Toll Road. This study uses quantitative methods. Data collection technique using a survey method with an instrument in the form of a questionnaire. The sample in this study amounted to 200 respondents who have used the Bakauheni-Palembang Toll Road at least twice in the last year. Use SPSS 22 version and Lisrel 8.8 SEM (Structural Equation Model) for technical data analysis to process and analyze research data. The results showed that service quality has no significant effect on E-WOM, service quality had no significant effect on customer satisfaction, the perceived value has a significant effect on E-WOM, perceived value has a significant effect on customer satisfaction, E-WOM has a significant impact on customer satisfaction, service quality has no significant effect on customer satisfaction through E-WOM, perceived value has a significant effect on customer satisfaction through E-WOM.
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