ANGGRAENI, Daning Tri Ayu (2018) The Causal Relationship Between Perceived Quality, Service Quality, Perceived Price, Perceived Value on Customer Satisfaction (Survey on Customers of MBR PDAM Purbalingga). Skripsi thesis, Universitas Jenderal Soedirman.

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Abstract

The purpose of research were to analyze and describe the influence of perceived quality, service quality, perceived price on perceived value and to analyze the influence of perceived value on customer satisfaction. Type of this research was a survey method using questionnaires as a means of collecting the data and investigate the causal relationships and hypothesis testing to give an overview of the research object. This research was conducted in Purbalingga. Population of this research was customers of MBR PDAM in Purbalingga. This research used 146 respondents. Sampling technique use was convenience sampling. Structural Equation Modeling (SEM) was used to analyze the variables. Refers to the result of SEM analysis, it can be concluded that service quality, perceived quality, perceived price has a positive influence on perceived value and perceived value has a positive influence on customer satisfaction. Based on the conclusions, it can be implied that as an effort to increase perceived value and customer satisfaction management of PDAM Purbalingga needs to make priority on perceived quality, service quality and perceived price. To increase the service quality regarding the service suited for customers need is ensuring that PDAM Purbalingga are reliable and capable of providing good services from the beginning and doesn’t differentiate between regular consumers and consumers of MBR. And can follow up consumer complaints quickly and accurately to consumers of MBR. As an effort to increase perceived price, management of PDAM Purbalingga needs to focus on this program that provides low prices to lower middle class so this program can run in a long time. As an effort to increase perceived value, management of PDAM Purbalingga needs to make priority of customer satisfaction. The ways can be done by improving the quality of products such as comfort and safety. Improve the consumer’s experience toward products, and improve services to treat equally to all customers both old and new customers.

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