Pengaruh Servitization Terhadap Firm Performance Dan Customer Service Performance Dengan Service Innovation Sebagai Variabel Mediasi
Abstract
The purpose of this study is to analyze the effect of servitization on firm performance and customer service performance with service innovation as a mediating variable. The research method used in this research is to use a quantitative model. The types of data used in the study are primary data and secondary data. In this study, primary data was obtained through distributing questionnaires to respondents or the intended research object. Respondents in this study were companies that used social media in Surakarta City, with 105 respondents. The data analysis technique in this study used Partial Least Square (PLS) using the help of SMARTPLS software. The results of data analysis show that this research instrument has good validity and reliability. The results of this study are that the servitization variable has a positive and significant effect on firm performance and customer service. Service Innovation variable is able to mediate the servitization relationship to firm performance and customer service partially. Service performance can answer problems that arise in determining service quality because after all consumers will only be able to judge the quality they receive from a particular producer not their perception of service quality in general.
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