The Influence of Service Quality and Company Reputation on Service User Satisfaction With Perceived Value As An Intervening Variable in Crew Manning Agency

Abstract

This research aims to analyze the influence of service quality and company reputation on service user satisfaction, with perceived value as an intervening variable at the Crew Manning Agency. The research sample in the study was 110 staff from 17 service user companies. The type of data for this research is quantitative data. The research data source is primary data in the form of a questionnaire. Data analysis used includes validity and reliability tests consisting of Convergence Validity, Average Variance Extracted (AVE), Discriminant Validity, and Construct Reliability. The analysis technique used is SEM (Structural Equation Modeling) which is operated through the AMOS program. The results show that service quality has a direct effect on increasing perceived value, company reputation is able to increase perceived value, and service quality is able to increase service user satisfaction. Likewise, company reputation also has a positive impact on user satisfaction, perceived value has a positive and significant impact on user satisfaction, while indirectly, the perceived value variable plays an important role as an intervening variable that influences improving service quality on service user satisfaction, whereas reputation has a more effective direct influence on user satisfaction than perceived value. Keywords: service quality, company reputation, perceived value, user satisfaction