Factors affecting Ciputra Waterpark customer perceived value and its relationship with customer satisfaction, customer repurchase intentions and customer recommendations [permalink]

This research examines the relationship between quality, emotional
response, monetary price, behavioral price and reputation variable of Ciputra
Waterpark with its customer perceived value; and how this perceived value
correlated with customer satisfaction, which is further correlated with customer
repurchase intentions and customer recommendations. The relationship between
perceived value variables of quality, emotional response, monetary price,
behavioral price and reputation is evaluated using multiple regression analysis to
determine their significance in determining the customer perceived value of
Ciputra Waterpark, while the correlation between this perceived value with
customer satisfaction and also customer satisfaction correlations with customer
repurchase intentions and customer recommendations are also evaluated using the
Kendall-tau correlation analysis. Results of this analysis show that there is
significant relationship between the five variables of perceived value with the
customer perceived value of Ciputra Waterpark and that these variables only
explain 26% of the perceived value. This figure means that the other 74% of the
perceived value is to be explained by other variables outside these five variables
included in the research. These other variables are most likely consists of external
variables in which the company has no control upon them. These external
variables may include such things as unsupportive weather conditions, i.e. raining,
emotional state of the customers and the personality of the customers. Meanwhile,
Kendall-tau correlation shows that there is a correlation between the customers
perceived value with customer satisfaction and there are also correlations between
customer satisfactions with customer repurchase intentions and customer
recommendations. Future research should include an in-depth analysis of each
segment of Ciputra Water-park?s customers based on their occupation to better
understand the emotional expectations of these customers in coming to the
watepark.

Author
• (34402044) LINDA SUSANTO
• (34402051) JEFFRY SALIM

Contributor
• (98-038) Filicia Chandra
• (98-037) Ricky

Publisher
Universitas Kristen Petra

Year : 2006

Subject
1. CONSUMER BEHAVIOR
2. CONSUMER RESEARCH
3. CONSUMER SATISFACTION

Keyword
leisure, recreation, waterpark, quality, emotional response, monetary price, behavioral price, reputation, perceived value, customer satisfaction, customer repurchase intentions, customer recommendations

Category
s1 - Tugas Akhir (International Business Management)

Language
English

Rights
Final Assignment Report No. 00040085/MAN/2006; Linda Susanto (34402044), Jeffry Salim (34402051)
The resource(s) is/are owned by the Creator/Contributor.Reproduction & distribution for non-commercial purposes is permitted provided that the credit for the Creator/Contributor and the source are explicitly stated,and no alteration are made

FILE(s)

1. jiunkpe-ns-s1-2006-34402044-3285-waterpark-cover.pdf (316.32 kB) - [permalink]

2. jiunkpe-ns-s1-2006-34402044-3285-waterpark-abstract_toc.pdf (69.55 kB) - [permalink]