The Effect of Service Quality and Perceived Value on Customer Satisfaction: Case of Toyota Users in South Sulawesi

Sumardi, Musran Munizu, Armaya
International Journal Of Advanced Research in Engineering& Management   unpublished
This study aims to analyze the effect of the service quality, and perceived value to customer satisfaction of Toyota users in South Sulawesi Province (Makassar City and Pare-Pare City). The population of this research was customers or users of Toyota Car. The total of population is 2,100 people which consists of 1,580 people in Makassar City, and 520 people in Pare-Pare City. Sampling technique was done by using the Simple Random Sampling. Then, number of samples was 296 respondents. Data was
more » ... alyzed by both statistical descriptive and path analysis. Data is processed by using IBM SPSS and AMOS 23. The results show that services quality have significant effect toward perceived value. Services quality also have significant effect on customer satisfaction. Then, perceived value have significant effect on customer satisfaction, and service quality variable can produce customer satisfaction at higher level through mediation role of perceived value variable. Customer satisfaction is more strongly influenced by the service quality than perceived value.