PENGARUH CUSTOMER VALUE DAN CUSTOMER EXPERIENCE TERHADAP CUSTOMER SATISFACTION PADA PT. BANK MANDIRI (PERSERO) KCP SABANG
Abstract
The objective of this research is to find out the influence of costumer value and costumer experience on customer satisfaction at PT. Bank Mandiri (Persero) KCP Sabang. The objects of this research are customer satisfaction, costumer value and costumer experience. The total number of sample is 97 costumers. The data was collected through questionnaire and documentation study. The hypothesis was analysed using multiple linear regression analysis, F test (simultaneous) and t test (partial) is aimed to see the effect of independent variables on dependent variables simultaneously and partially with the consumer confidence level of 95% (α=0,05). According to simultaneous test, the result showed that the costumer value and costumer experience variables significantly influence customer satisfaction . While the partial test showed that costumer value and costumer experience variables also significantly influence costumer satisfaction. The most dominant variable is costumer experience.References
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