Update Artikelilmiah: 31918

GANDY PUTRA ARYADI

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Abstrak (Bhs. Indonesia)

Penelitian ini merupakan studi empiris pada UNSOED Press. Penelitian ini mengambil judul: “The Influence of Brand Image, Service Quality, and Perceived Value on overall Customer Satisfaction”. Tujuan dilakukannya penelitian ini untuk mengetahui serta menemukan bukti empiris pengaruh Brand Image, Service Quality, Perceived Value terhadap Customer Satisfaction
Populasi dalam penelitian ini yaitu Mahasiswa Universitas Jenderal Soedriman. Sampel dalam penelitian ini sebanyak 150 orang. Penentuan sampel menggunakan metode convenenience sampling. Alat analisis yang digunakan adalah regresi berganda.
Berdasarkan hasil penelitian dan analisis data menunjukkan bahwa: (1) Brand Image berpengaruh positif terhadap Customer Satisfaction. (2) Service Quality berpengaruh positif terhadap Customer Satisfaction. (3) Perceived Value tidak berpengaruh terhadap Customer Satisfaction. 
Implikasi dari kesimpulan di atas adalah perusahaan Spotify untuk lebih meningkatkan nilai yang dirasakan dari layanan streaming musik premium di mata pengguna adalah dengan mengidentifikasi atribut utama dan manfaat yang dicari konsumen atau melakukan survei berkala mengenai kelebihan dan kekurangan layanan tersebut. Serta melakukan perbandingan dengan kompetitor di bidang yang sama dengan memperhatikan hal-hal yang disukai customer service kompetitor untuk diadaptasi dan dikembangkan oleh perusahaan.

Abtrak (Bhs. Inggris)

This study aims to test empirical studies at UNSOED Press. The research took the title: "The Influence of Brand Image, Service Quality, and Perceived Value on Customer Satisfaction". The purpose of this study was to determine and find empirical evidence of the effect of Brand Image, Service Quality, and Perceived Value on Customer Satisfaction. The population in this study were students of Jenderal Soedirman University. The sample in this study were 150 people. The samples were determined using the convenience sampling method. The analysis tool used is multiple regression. Based on the results of research and data analysis, it is known that: (1) Brand Image has a positive effect on Customer Satisfaction. (2) Service Quality has a positive effect on Customer Satisfaction. (3) Perceived Value has no effect on Customer Satisfaction. The implication of the conclusion above is that Spotify company to further increase the perceived value of premium music streaming services in the eyes of users is by identifying the main attributes and benefits that consumers are looking for or conducting periodic surveys regarding the advantages and disadvantages of these services. As well as making comparisons with competitors in the same field by paying attention to the things that the competitors' customer service likes to be adapted and developed by the company.

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