Kurniawan, Bayu (2020) Pengaruh inovasi layanan terhadap kepuasan pelanggan melalui reputasi perusahaan dan nilai pelanggan provider internet indihome di Jawa Tengah. Doctoral thesis, Program Pascasarjana Universitas Merdeka Malang.

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Abstract

The purpose of this study is to analyze the relationship of service innovation to
customer satisfaction through corporate reputation and customer value. The
sample used in this study was 365 respondents, using descriptive analysis,
descriptive statistics are used to describe the basic features of the data in a study,
they provide simple summaries about the sample and measures. Structural equation
model (SEM) for is to define a theoritical causal model consisting of a set predicted
covariances between variables and then test wheter it is plausible when compared
to observed data. The conclusion of the research: service innovation has a
significant effect on customer satisfaction, service innovation has a significant
effect on reputation, service innovation has an effect on customer value, service
innovation has a significant effect on customer satisfaction through reputation, and
service innovation has no effect on customer satisfaction through customer value.
The findings in this study is that Service Innovation is important in building a
corporate reputation and customer value offered to customers, but when we will
satisfy customers, the most important thing is the corporate reputation.

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