The Mediating Role of Consumer Perceived Value in The Relationship Between Service Quality and Consumer Satisfaction A Case Study in PT Panin Asset Management
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Institusion
Sekolah Tinggi Manajemen Ipmi
Author
Hutagaol, Ronald Marthin
Subject
HB Economic Theory
Datestamp
2020-01-17 03:26:29
Abstract :
Currently the mutual fund industry in Indonesia is developing quite rapidly, supported by Indonesia's economic growth it indicated by increasing of new companies within in the industry and also increase the demand for mutual fund products in Indonesia. However, PT Panin Asset Management contrary with the industry trend, they facing problem in matters of customers disappointment and trust with their services. This study investigates the influence of consumer perceived value as a mediating role between service quality and consumer satisfaction. To gathered the primary data, in this study using quantitative approach by sending questionnaire to 100 millennials customers. The variable of this research is using 3 variables which is service quality, consumer perceived value and consumer satisfaction and the relationship between variables are analyzed by using smartPLS 2.0 and the result is shown positive relationship between variable. Consumer perceived value has a positive mediating effect between service quality to consumer satisfaction. To retrieve customer trust and satisfaction, company must improve their service quality to meet consumer perceived value and increasing consumer satisfaction. Keywords : Service Quality, Consumer Perceived Value, Consumer Satisfaction, Indonesia, Mutual Fund Industry
Currently the mutual fund industry in Indonesia is developing quite rapidly, supported by Indonesia's economic growth it indicated by increasing of new companies within in the industry and also increase the demand for mutual fund products in Indonesia. However, PT Panin Asset Management contrary with the industry trend, they facing problem in matters of customers disappointment and trust with their services. This study investigates the influence of consumer perceived value as a mediating role between service quality and consumer satisfaction. To gathered the primary data, in this study using quantitative approach by sending questionnaire to 100 millennials customers. The variable of this research is using 3 variables which is service quality, consumer perceived value and consumer satisfaction and the relationship between variables are analyzed by using smartPLS 2.0 and the result is shown positive relationship between variable. Consumer perceived value has a positive mediating effect between service quality to consumer satisfaction. To retrieve customer trust and satisfaction, company must improve their service quality to meet consumer perceived value and increasing consumer satisfaction. Keywords : Service Quality, Consumer Perceived Value, Consumer Satisfaction, Indonesia, Mutual Fund Industry
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