Aryaputra, Nikolas and Munawaroh, Munawaroh (2017) Partial and Simultaneous Impact of Two Dimensions of Customer Value Co-Creation Behavior Towards Perceived Service Quality of Millennials. Bachelor thesis, Swiss German University.

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Abstract

"This research is done to analyze simultaneous and partial impact of two dimensions of customer value co-creation behavior towards perceived service quality of millennials. The aim of this research is to find how significant does both dimensions of customer value co-creation behavior towards perceived service quality. Questionnaire were spread to 150 respondents who are living in Jabodetabek (Jakarta, Bogor, Depok, Tangerang and Bekasi), in the range of age 17-37 and has dined in a full-service restaurant in the last six months. The valid respondents were shown at 124 respondents. Multiple regression is used in this research to find out the simultaneous and partial impact of both variables. The research resulted in a significant impact of two dimensions of customer value co-creation behavior towards perceived service quality, partially and simultaneously. It is also proven that customer participation behavior dimension has a higher impact towards perceived service quality compared to customer citizenship behavior dimension. It is suggested for managers in a full-service restaurant to maximize the potential of customer participation through personal interaction, feedback, advocacy and helping.

Item Type:	Thesis (Bachelor)
Uncontrolled Keywords:	Perceived Service Quality ; Customer Value Co-Creation Behavior ; Customer Participation Behavior ; Customer Citizenship Behavior
Subjects:	H Social Sciences > HF Commerce > HF5410 Marketing T Technology > TX Home economics > TX901 Hospitality industry
Divisions:	Faculty of Business Administration and Communication > Department of Hotel and Tourism Management
Depositing User:	Adityatama Ratangga
Date Deposited:	15 May 2020 03:42
Last Modified:	15 May 2020 03:42
URI:	http://repository.sgu.ac.id/id/eprint/215

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