Perceived Value,

Service Quality,

Satisfaction, Trust and

Loyalty on Blackberry

User

Case Study : Ciputat University

Student

By

Hatta Harris Rahman

Supervisor IProf. DR. Abdul Hamid, MS

Supervisor IICut Erika A.F. MBA

Do what you

Source : www.inmobi.com

a. For Researcherb. For Academician and Management of Universityc. For Studentd. For Company

Source : processed data

The marketing job is to create, deliver, and capturecustomer value. Value primarily is the puttingtogether of the right combination of quality, service,and price (QSP) for the target market.

A company’s ability to deliver value to its customers is closely tied with its ability to create satisfaction for its customer, employees and other stakeholders. Value ultimately depends on the

perceiver.

Service quality as a filter between the two quality dimensionscalled functional (how the service process functions) andtechnical (what the service process leads to for the customerin a “technical” sense), that influences the qualityperception either favourably, neutrally or unfavourably,depending on whether the customer considers the servicegood, neutral or bad.

Kotler : a person’s feelings of pleasure or disappointmentresulting from comparing a product’s perceivedperformance (or outcome) in relation to his or herexpectations.

Hansemark and Albinsson: an overall customer attitudetowards a service provider, or an emotional reaction to thedifference between what customers anticipate and whatthey receive, regarding the behavior of some need, goal ordesire

Trust has been defined as a psychological state composing theintention to accept vulnerability based on expectations of theintentions or behavior of another. Trust is an important constructcatalyst in many transactional relationships.

Source : Alex Todd (2007)

Customer loyalty has been defined as “a deeply heldcommitment to rebuy or repatronize a preferredproduct/service consistently in the future, thereby causingrepetitive same-brand or same brand-set purchasing,despite situational influences and marketing efforts havingthe potential to cause switching behavior” (Oliver, 1999, p.34).

This research is descriptive conclusive research that hasobjective to analyse performance quality of Blackberryby measure customer satisfaction and watch theinfluence and the relationship to trust and customerloyalty.

The sampling method used is judgment sampling.Judgment sampling involves the choice of subjects whoare most advantageously placed or in the best positionto provide the information required.

Structural equation modeling (SEM) is a statisticaltechnique for testing and estimating causal relationsusing a combination of statistical data and qualitativecausal assumptions.

Source : processed data

Source : processed data

A. Reliability and Validity TestB. Structure Equation Modelling

- Estimate Degree of Freedom - Normality and Outlier Data - Measurement Model Test - The Analysis of Relationship Between Indicators and Construct - Model Structural Test - Model Modification - Hypothesis

No H0 Significance Status

1 There is no relationship between perceived value and customer satisfaction 0,407 Accepted

2 There is no relationship between service quality and customer satisfaction 0,033 Rejected

3 There is no relationship between perceived value and service quality in order to form

Customer Satisfaction

0,640 Rejected

4 There is no relationship between customer satisfaction and trust 0,044 Rejected

5 There is no relationship between customer satisfaction and customer loyalty 0,204 Accepted

6 There is no relationship between trust and customer loyalty 0,011 Rejected

7 Variable trust is not an interveining variable between satisfaction and loyalty Rejected

Perceived Value,

Service Quality,

Satisfaction, Trust and

Loyalty on Blackberry

User

Case Study : Ciputat University

Student

By

Hatta Harris Rahman

Supervisor IProf. DR. Abdul Hamid, MS

Supervisor IICut Erika A.F. MBA