The Role of Perceived Value in Mediating the Achievement of Customer Satisfaction

Abstract

This research aims to examine and analyze the effect of customer experience, customer expectations, and perceived quality on customer satisfaction with perceived value as an intervening variable in an empirical study of Zeta Green products at PT Dipo Technology. The research was motivated by an increase in customer complaints and a decline in customer satisfaction levels. This study employs a quantitative approach and uses SmartPLS 4 for data analysis. The population consists of 171 customers who have purchased Zeta Green products more than once, with 120 respondents selected as samples through non-probability sampling using a purposive sampling technique. The results show that customer experience, customer expectations, and perceived quality have a positive and significant effect on perceived value and customer satisfaction. Furthermore, perceived value is proven to mediate the relationship between customer experience, customer expectations, and perceived quality with customer satisfaction. Based on the Adjusted R Square value, customer experience, customer expectations, perceived quality, and perceived value collectively explain 81.3% of the variation in customer satisfaction, while the remaining 18.7% is influenced by other variables outside the scope of this study.