The Impact of Perceived Quality and Price on the Satisfaction of Spa Treatments Customers in Jakarta

Authors

  • Muhammad Robbie Kurniadi
  • Mohd Haizam Mohd Saudi
  • Muhammad Asyraf Hasim

Abstract

The intensely competitive environment existing in the Spa and wellness sector makes it vital that service providers achieve customer satisfaction in order to sustain in the long term. Obtaining customer satisfaction means that customers repeat the experienced service and that they become an effective and efficient communication resource, at no cost to the firm. Prominent among the antecedents that determine the level of customer satisfaction are perceived quality and total perceived price. The research carried out shows that perceived quality has a direct and positive impact on the level of customer satisfaction, while, contrary to what was expected, total perceived price does not really influence that satisfaction. 10 Spa and wellness centers were randomly selected with altogether 188 respondents who volunteer to participate in the survey for the study. This study contributes to the hospitality and customer behavior literatures towards understanding on customer satisfaction.

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Published

2020-02-17

Issue

Section

Articles