This study is to examine the effects of service quality, customer relationship learning, product quality, and customer engagement on increasing customer value. The researchers propose a model, and plan to show the concept of customer engagement variables as intervening variables. The study population includes the customers of Bank Jatim and uses the SEM analysis and the purposive sampling method for 384 respondents. The proposed model shows customer engagement acts as a good intervening variable. Customer value increases, as customer engagement increases. Finally, customer relationship learning determines the value of the existence of customer engagement in bank service customers.
Pengabdian kepada masyarakat ini bertujuan untuk memberikan sosialisasi dan pendampingan dalam membantu UMKM di masa pandemi Covid-19, dimana penjualan dan pendapatan mengalami penurunan. Kemudian diadakan pendampingan pelatihan digital marketing bagi UMKM di Dusun Segunung Desa Wonosalam Kabupaten Jombang. Masyarakat sangat antusias saat mengikuti kegiatan tim pelaksana pelayanan, dan saat dimintai masukan tentang pelatihan pendampingan, ada 30 peserta yang sudah memahami Digital Marketing; 35 peserta memahami penggunaan Digital Marketing; 34 peserta tertarik dengan pembuatan Konten Materi; 35 peserta memahami Materi Presentasi; sebanyak 35 peserta mendapat tambahan pengetahuan selama diskusi; 35 peserta ingin mengikuti Pelatihan Perorangan; dan terakhir, 35 peserta merasakan manfaat dari program sosialisasi dan pendampingan tersebut.
The research objective is to seek clarity about the role of service quality, product innovation of products, and prices on trust and customer satisfaction, and researchers offer a research model. The research approach is quantitative, explanatory. The population is users of Tekomsel products in Surabaya. 230 respondents and the sampling method uses non-probability accidental sampling. The results of the study indicate that it is clear that: quality, product innovation, and price have a positive effect on trust. Service quality, price, and trust have a positive effect on customer satisfaction. This proves that by using service quality, and price strategies will be able to increase trust and customer satisfaction, while innovation products have not had a positive impact on customer satisfaction.
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