PENGARUH PENGALAMAN DAN PERSEPSI KUALITAS SERTA NILAI TERHADAP KEPUASAN DAN IMPLIKASINYA P

Abstract

The purpose of this study is to describe and analyze the influence of experience, and perception of
quality, and the value of the satisfaction and satisfaction with the word of mouth on the Blackberry
mobile phone users Students Islamic University of Sultan Agung Semarang. This type of research
is quantitative. Data collection methods used were using questionnaire and interviews with
respondents, who took a sample of 100 respondents, using purposive sampling technique. The data
analysis technique used is to use multiple regression analysis with SPSS 16.0 software. Results
of research conducted showed that there was no significant effect of experience on customer
satisfaction. perceived quality have a significant effect on satisfaction, perception of value had no
significant effect on satisfaction, and satisfaction significantly influence customer’s word of mouth on
Blackberry mobile phones. The implication is that word of mouth is a highly efficient means for the
company, however word of mouth can not happen if there is no customer satisfaction. It is necessary
to secure the quality or innovation of products and the diversity of the features contained in the
product Blackberry and more on fashion, which is able to give satisfaction in order to build positive
emotions in the minds of the customers in order to improve sales of the Blackberry .

Keywords : experience, perceived quality, perceived value, and satisfaction, as well as word of
mouth .