AUTHOR:
Selmi Dedy
ABSTRACT:
Higher competition in retail business and greater consumer rationality for shopping during economic crisis put the retail business challenged to maintain their customers and customers' expense total. Service quality dissemination becomes a main retail strategy essentially for the success of the company. Smite qualify affects customer value, customer satisfaction and post-purchasing behavior. The objective of research has been analyzing and explaining: the effect of service qualify on customer value, the effect ofservice quality on customer satisfaction, the effect of service quality on the post-purchasing behavioR, the effect of customer value on the customer satisfaction, the effect of customer value on the post purchasing behavior; and the effect of customer satisfaction on post-purchasing behavior. Sample of the study includes 180 customers of PT Matahari Putra Prima Tbk, with matahari club card (MCC) in three regions, Surabaya, Malang, and Jenzber. Proportional sampling technique comes into consideration. Questionnaire becomes a main instrunzent to collect the data. Secondary data develop from PTMatahari Putra Prima, Tbk. Descriptive statistic and structural equation modeling (SEM) seem be used to analyze the results of research while t test examines the hypotheses of research. The results of this study shows that service quality has non significant and positive effect on post-purchasing behavior, service quality has significant andpositive effect on customer satisfaction, service quality has significant andpositive effect on customer value, customer value has significant and positive effect on post-purchasing behavior: value to customer has non significant andpositive effect on customersatisfaction; customer satisfaction has significant and positif effect on post-purchasing behavior.
Keywords: service quality, customer value, customer satisfaction, post-purchasing behaviorFULL TEXT: FREE DOWNLOAD
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