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Research Paper | Management | Indonesia | Volume 3 Issue 11, November 2014 | Popularity: 6.3 / 10

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Analysis of The Effects of Service Quality, Customer Value, and Customers Satisfaction To Behavioral Intentions at Auto 2000 Car Service Stationsin Indonesia

Aditya Wardhana, Budi Rustandi Kartawinata, Syahputra

Abstract: The purpose of this research is to analyze the correlation between service quality, customer value, customer satisfaction on behavioral intentions of the Auto 2000s customers. Using these tools, organizations will have to become much better at matching internal quality management capabilities with an external strategic focus that is consistent with how customers see value. Auto 2000 is well-known as a professional car service stations, especially for those who own Toyota brand in Indonesia. It still important for the Auto 2000 to understand more about the value that is important for its customer in order to improve its ability to compete in this globalization era. The research held at the Auto 2000s customers in Indonesia. There were 5000 questionnaires spread. Only 4387 questionnaires those were suitable with the criteria and processed using multiple linear regression. With a 95 % level of confidence, it is found that customer value gave the biggest influence on customers behavioral intentions of the Auto 2000 service car stations compared to service quality and customer satisfaction variable.

Keywords: Service Quality, Customer Value, Customer Satisfaction, Customer Behavioral Intentions

Edition: Volume 3 Issue 11, November 2014

Pages: 2440 - 2445

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