The effects of perceived performance, customer expectation, and brand image on customer satisfaction and loyalty of imported plastic pigment business - case study at PT. XYZ
The purpose of this research is to study and analyze the effects on perceived performance, customer expectation, and brand image on customer satisfaction and loyalty of imported plastic pigment business ?çô case study at pt. Xyz. The main purpose of this research is to determine whether the correlation between perceived performance and customer satisfaction, customer expectation and customer satisfaction, brand image and customer satisfaction, brand image and customer loyalty, customer satisfaction and customer loyalty is significantly positive or not. The primary data is obtained by using the questionnaires to 33 customers in jabotabek area, bandung, central java, and east java. The data is analyzed using the spss, amos structural equation model (sem), and descriptive analysis to test the hypotheses. The results show that all the correlation is significantly positive. Product quality is the dominating factor in influencing customer satisfaction of pt. Xyz?çös product. However, pt. Xyz still needs to improve product price and product delivery service.
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