The Influence Of Customer Satisfaction And Perspected Value On Customer Engagement Tour & Travel Java Project Gresik In The New Normal Era With Affective Commitment Mediation
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Maulida, Maghfirah
Subject
330 - ECONOMICS
Datestamp
2022-12-28 02:52:39
Abstract :
Customer engagement requires a very deep partnership to become a parameter, so that Tour and Travel business actors can survive during the pandemic for achieving customer engagement. The purpose of this study was to analyze the perceived value and partial customer satisfaction on affective commitment. Analyze the effect of perceived value, satisfaction and affective commitment partially on customer engagement. To analyze the effect of perceived value and customer satisfaction on customer engagement by mediating affective commitment. The research method used is a clause research using qualitative research. The sample in this study was the Java Project Tour and Travel customers in Gresik with 100 respondents using purposive sampling technique. The analysis technique in this study uses Partial Least Square (PLS) analysis. The results in this study prove that: (1) Perceived value has a significant effect on affective commitment; (2) customer satisfaction has a significant effect on affective commitment; (3) Affective commitment has a significant effect on customer engagement; (4) Affective commitment can significantly mediate the effect of perceived value on customer engagement; (5) Affective commitment can significantly mediate the effect of customer satisfaction on customer engagement. Keywords : Perceived Value, Customer Satisfaction, Affective Commitment, Customer Engagement
Customer engagement requires a very deep partnership to become a parameter, so that Tour and Travel business actors can survive during the pandemic for achieving customer engagement. The purpose of this study was to analyze the perceived value and partial customer satisfaction on affective commitment. Analyze the effect of perceived value, satisfaction and affective commitment partially on customer engagement. To analyze the effect of perceived value and customer satisfaction on customer engagement by mediating affective commitment. The research method used is a clause research using qualitative research. The sample in this study was the Java Project Tour and Travel customers in Gresik with 100 respondents using purposive sampling technique. The analysis technique in this study uses Partial Least Square (PLS) analysis. The results in this study prove that: (1) Perceived value has a significant effect on affective commitment; (2) customer satisfaction has a significant effect on affective commitment; (3) Affective commitment has a significant effect on customer engagement; (4) Affective commitment can significantly mediate the effect of perceived value on customer engagement; (5) Affective commitment can significantly mediate the effect of customer satisfaction on customer engagement. Keywords : Perceived Value, Customer Satisfaction, Affective Commitment, Customer Engagement
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