PENGARUH TIGA ELEMEN JASA TERHADAP KEPUASAN KONSUMEN DAN NIAT UNTUK SETIA ATAU BERGANTI PENYEDIA JASA

Service quality is not just quality of what is delivered (core quality). However, the
quality of how the service is delivered (relational quality) can be put into service quality
dimensions. Other aspect that could be considered by customer to make a decision to
choose which service that they would use was perceived value. Customers always
compare what they had to pay with what they received. And it could impact to behavioral
intentions.
This research investigated the relationship between three elements – core service quality,
relational service quality and perceived value – and customer satisfaction and future
intentions in service industry. Using structural equation modeling, results of this research
revealed that three service elements were important drivers of customer satisfaction,
further, show that perceived value was the most important driver of customer satisfaction
and relational quality was more important driver of customer satisfaction than core
quality. It related with a kind of the service that was used in this research, high contact
service. Beside that, a direct link between customer satisfaction and future intentions
was established. A major conclusion was that both perceived value and service quality
dimensions should be incorporated into customer satisfaction models to provide a more
complete picture of drivers of satisfaction.
Keywords: Core quality, Relational quality, Value, Customer satisfaction, Switch
intentions, Loyalty intentions, High contact service.