ANALISIS CUSTOMER CONTACT DAN SERVICE GUARANTEE TERHADAP CUSTOMER SATISFACTION DENGAN CUSTOMER VALUE SEBAGAI VARIABEL INTERVENING

Abstract

The background of this research is the reduction of direct interaction and a guarantee
that the company gave notice to the customer. This study aims to determine how much
influence customer contact and service guarantee to customer satisfaction with customer
value as an intervening variable in train service users operating area 4 Semarang.
The number of samples in thie study are 100 respondents train service users ho were
selected based on purposive sampling method. The questionnaire is distribute in April
2015. The data obtained are processed using validity and reliability test, classic
assumption test, multiple regression analysis, goodness of fit test with regression
coefficients, test F and test T.
The result of this study showed that the variables of customer contact provide value
43,6% and service guarantee provide value 42,7% which both have a positive and
significant impact on customer value. Then customer contact provide value 25,8% and
customer value with a value of 62,7% which both have a positive and significant impact
on customer satisfaction, while service guarantee with a value of 1,4% have a positive
effect but not significant on customer satisfaction.

Keywords : customer contact, service guarantee, customer value, customer satisfaction.