PENGARUH CUSTOMER VALUE TERHADAP CUSTOMER SATISFACTION PADA ONLINE TRAVEL AGENT TIKET.COM
DOI:
https://doi.org/10.20527/jwmthemanagementinsightjournal.v12i2.279Keywords:
Customer Satisfaction, Customer Value, Emotional Value, Functional Value, Social ValueAbstract
When customers receive a product or service from a business and they receive high value, then all problems that
arise between customer expectations and the actual product or service will be resolved. Currently, the aim of this
research is to determine whether customer value—defined as functional, emotional, and social value—has an
impact on customer satisfaction related to the online travel agent Tiket.com. The type of analysis used was
quantitative analysis with a total of 104 respondents who met the sample criteria. Sample collection was carried
out using the Purposive Sampling technique combined with the Non Probability Sampling method. Data analysis
in this study used SEM (Structural Equation Modeling) techniques based on PLS (Partial Lest Square). Research
findings show that functional, emotional and social values have a significant and positive impact on customer
satisfaction at online travel agent Tiket.com.
Keywords: Customer Satisfaction, Customer Value, Emotional Value, Functional Value, Social Value
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