ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI PERCEIVED VALUE DAN KEPUASAN SERTA PENGARUHNYA TERHADAP PERCEIVED IMAGE DAN LOYALITAS PELANGGAN TEGANGAN MENENGAH PT PLN (Persero) APJ BEKASI

Abstract

By observing specified customers of PT PLN (Persero) APJ Bekasi as a research object, this research determine several purposes, as follows : 1). Analyse the direct influence of service quality to Perceived value 2) Analyse the direct influence of service quality to the overall customer 3). Analyse the direct influence of customer expectation to the perceived value 4). Analyse the direct influence of customer expectation to the overall customer satisfaction 5). Analyse the direct influence of perceived value to the overall customer satisfaction 6). Analyse the direct influence of the overal customer satisfaction to the perceived image 7). Analyse the direct influence of the overal customer satisfaction to the customer loyalty 8). Analyse the direct influence of perceived image to the overall loyalty. This research observed 150 customers of PT PLN (Persero) APJ Bekasi, as sample selected from population i.e. customers of PT PLN (Persero) APJ Bekasi with subcription power rating from 197 kVA to 30 MVA. By applying Structural Equation Modelling (SEM) supporting with AMOS 4.01 progamming software for analyzing, this research formulated the base result as follows : (1) It proved that service quality influence to the perceived value, overal customer satisfaction, perceived image and loyalty. (2) It shown that customer expectation having no influence to the perceived value and overal customer satisfaction. This result refusing the hyphothesis and Fornell studies wich shown that customer expectation significantly influenced. (3). It proved that perceived value having a positive and significantly influence to the overall customer satisfaction (4) It proved that overall customer satisfaction having a positive and significantly influence to the perceived image (5) It proved that overall customer satisfaction having a positive and significantly influence to the loyalty (customer loyalty) (6) It proved that perceived image having a positive and significantly influrnce to customer loyalty (7) Summarizing these result, the customer satisfaction influenced by the quality services gained, perceived value and its effect to the image and loyalty of PT PLN (Persero) APJ Bekasi.