IMPACT OF SERVICE QUALITY AND PERCEIVED VALUE ON CUSTOMER SATISFACTION AND BEHAVIORAL INTENTIONS: AS SEEN FROM THE EVIDENCE AT PT SB RETAIL INDONESIA IN BOGOR, INDONESIA

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Herdiansyah, Dede (2025) IMPACT OF SERVICE QUALITY AND PERCEIVED VALUE ON CUSTOMER SATISFACTION AND BEHAVIORAL INTENTIONS: AS SEEN FROM THE EVIDENCE AT PT SB RETAIL INDONESIA IN BOGOR, INDONESIA. Graduate thesis, IPMI Institut.

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Cover to Abstract - Dede Herdiansyah.pdf
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References & Appendix - Dede Herdiansyah.pdf
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Abstract

This research examines the complex relationships among several key factors: product quality, service quality, perceived value, customer satisfaction, and behavioral intentions. A comprehensive literature review was conducted to identify validated measurement instruments, ensuring the reliability of the findings. Data were collected from 240 customers to assess these models. Advanced statistical techniques, such as confirmatory factor analysis and structural equation modeling (SEM), were employed, with data analysis performed using SEM-PLS. This approach provides a detailed understanding of how each factor interacts and meaningfully influences customer behavior. The results indicate that product quality, service quality, perceived value, and customer satisfaction positively impact behavioral intentions in the direct path. In the indirect path, product quality, service quality, and perceived value positively influence customer satisfaction, which in turn affects behavioral intentions. Keywords: product quality, service quality, perceived value, customer satisfaction, behavioral intention

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: sandra margaretha
Date Deposited: 11 Mar 2026 06:11
Last Modified: 11 Mar 2026 06:11
URI: http://repository.ipmi.ac.id/id/eprint/2786

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