Pengaruh new service concept innovation, new service process innovation, dan new technological system innovation terhadap customer value creation dan customer satisfaction
Info Katalog
File Repositori
Nomor Panggil : 2019_TA_MJ_022142011
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2019
Pembimbing 1 : Robert Kristaung
Subyek : Management - Technology;Marketing management
Kata Kunci : new service concept innovations, new service process innovations, new technological system innovatio
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2019_TA_MJ_022142011_Halaman-Judul.pdf | 18 | |
| 2. | 2019_TA_MJ_022142011_Bab-1.pdf | 17 | |
| 3. | 2019_TA_MJ_022142011_Bab-2.pdf |
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| 4. | 2019_TA_MJ_022142011_Bab-3.pdf |
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| 5. | 2019_TA_MJ_022142011_Bab-4.pdf |
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| 6. | 2019_TA_MJ_022142011_Bab-5.pdf |
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| 7. | 2019_TA_MJ_022142011_Daftar-Pustaka.pdf | 3 | |
| 8. | 2019_TA_MJ_022142011_Lampiran.pdf |
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P enelitian ini bertujuan untuk menguji dan menganalisis pengaruh Pengaruh new service concept innovation, new service process innovation, dan new technological system innovation terhadap customer value creation dan customer satisfaction. Sebuah model konseptual diajukan dan diuji dalam konteks produk Telkomsel. Sampel yang digunakan dalam penelitian ini adalah 299 responden dimana kriteria responden yang dibutuhkan untuk dapat menjawab kuesioner yang disediakan adalah responden yang merupakan pelanggan Telkomsel. Analisis data dilakukan dengan menggunakan analisis Structural Equation Model (SEM). Hasil penelitian ini menunjukan bahwa : new service concept innovation berpengaruh positif dan signifikan terhadap customer value creation, new service concept innovation berpengaruh negatif dan tidak signifikan terhadap customer satisfaction, new service process innovation berpengaruh positif dan signifikan terhadap customer value creation, new service process innovation berpengaruh positif dan signifikan terhadap customer satisfaction, new technological system innovation berpengaruh negatif dan tidak signifikan terhadap customer value creation, new technological system innovation berpengaruh negatif dan tidak signifikan terhadap customer satisfaction, customer value creation berpengaruh positif dan signifikan terhadap customer satisfaction
N ew service concept innovation, new service process innovation, and new technology system innovation to customer value creation and customer satisfaction. A conceptual model that is submitted and approved in the conversation of Telkomsel products. The sample used in this study was 299 respondents where the criteria of respondents needed to answer the questionnaire provided were respondents who were Telkomsel customers. Data analysis was carried out by using Structural Equation Model (SEM) analysis. The results of this study indicate that: new service concept innovations have a positive and significant effect on customer value creation, new and innovative service concept concepts are negative and insignificant to customer satisfaction, new service process innovations have a positive and significant effect on customer value creation, positive new service process innovations and significant to customer satisfaction, new technological system innovations have a negative and insignificant effect on customer value creation, new technological system innovations affect negatively and not significantly on customer satisfaction, customer value creation has a positive and significant effect on customer satisfaction
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