PENGARUH KUALITAS PELAYANAN, NILAI PELAYANAN DAN KEPUASAN PELANGGAN PADA NIAT BELI
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Abstract
Keunggulan suatu produk jasa terletak pada keunikan dan kuantitas yang ditunjukan oeleh jasa tersebut. Jasa yang dirsakan dan dinikmati langsung loeh pelanggan akan mendapat peniilaian sesuai dengan dengan harapan pelanggan. Konsumen akan membeli dari perusahaan yang mereka yakini member nilai bagi pelanggan (custumer delivered value) yang tinggi. Nilai pelanggan adalah selisih antara nilaitotal.Nilai pelanggan total adalah sekumpulan mamfaat yang diharapkan oleh pelanggan dari produkaatau jasa tertentu. Sedangkan biaya pelanggantotal 9total custumer cost) adalah sekumpulan biaya yang diharapkan oleh konsumen yang dikeluarkan untuk mengevaluasi, mendapatkan, menggunakan dan membuang produkdan jasa
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