The effect of product knowledge and service quality on customer satisfaction

Al Idrus, Salim, Abdussakir, Abdussakir, Djakfar, Muhammad and Al Idrus, Shofiyah (2021) The effect of product knowledge and service quality on customer satisfaction. The Journal of Asian Finance, Economics and Business, 8 (1). pp. 927-938. ISSN 2288-4645

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Small and Medium Enterprises (SMEs) is one of several activators that drives the economy of Indonesia because SMEs provide jobs, increase Gross Domestic Product (GDP), and assure the delivery of products and services. However, Indonesian SMEs are not very competitive in the industrial world, and one of the causes is the low quality of products that undermine customer satisfaction. There are several factors presumed as influencing customer satisfaction, which among others include product knowledge, service quality, and competitive advantage. The objective of this research is to reveal the contribution of product knowledge and service quality to customer satisfaction with competitive advantage as the mediation variable. This research used a quantitative approach. The causal relationship across variables was examined with Structural Equation Modeling-Partial Least Squares (SEM-PLS). The sample of this research involved 140 respondents. Data was collected through a questionnaire and the items in the questionnaire were processed with a software called SmartPLS version 3.3.2. Results of this research indicate (1) product knowledge and service quality can increase competitive advantage and customer satisfaction in East Java SMEs; (2) competitive advantage can act as a mediator in the effect of service quality on customer satisfaction (3) product knowledge can increase customer satisfaction but the increase is not significant statistically.

Item Type: Journal Article
Keywords: product knowledge; service quality; customer satisfaction; competitive advantage; small and medium enterprises
Subjects: 15 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 1503 Business and Management
Divisions: Faculty of Tarbiyah and Teaching Training > Department of Mathematics Education
Depositing User: Abdussakir Abdussakir
Date Deposited: 22 Jan 2021 12:41


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