Determinan Nilai Pelanggan dan Implikasinya pada Dependensi Pelanggan Bengkel Suv Premium

Aditya Wardhana


he implementation of ASEAN Economic Community (AEC) for Indonesia making its big market more capitalized and and grow rapidly. The Indonesian automotive industrial market has become ASEAN’s biggest auto market. Automotive products in Indonesia is divided into two is a variant of commercial vehicles and passenger vehicle. Passenger vehicle is divided into three types namely: sedan, multi purpose vehicle (MPV), sport utility vehicle (SUV). The aim of this study is to investigate the determinants of customer value such as service quality and customer relationship management (CRM) and its implications on customer dependence. This research using a method of survey with a number of population 63.015 customers and 400 respondents as customers at premium SUV authorized service station in urban areas in West Java with using slovin formula. Analysis of data using path analysis. The result of this research concluded that the service quality and customer relationship management influenced partially significant on the perceived value of customers of car workshop premium SUV.


service quality, customer relationship management,customer value, customer dependence


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