THE EFFECT OF PERCEIVED QUALITY, PERCEIVED VALUE, BRAND PREFERENCE, AND CUSTOMER SATISFACTION ON SAP IMPLEMENTATION
Enterprise Resource Planning (ERP) is an information system in a company to optimize business processes and transactions. System Applications and Products (SAP) is one application that uses ERP system applications. The purpose of this study is to determine the effect of each variable indicating whether the system has been operating properly so that it can support maximum system performance. The research variables are brand preference, perceived quality, perceived value, and customer satisfaction. The data analysis method used a structural equation model or Structural Equation Model-Partial Least Square (SEM-PLS) using the SmartPLS 3.0 application. SEM-PLS analysis consists of two models, the structural model (inner model) and the measurement model (outer model). The case study used in this research is PT Hutama Karya Project, General Civil Division, a construction service company. Data collection was carried out using questionnaires to 56 respondents, who are users of the SAP application with a Likert scale measurement. The result shows that the variable Perceived Quality positively and significantly impacts on Customer Satisfaction, Perceived Value, and Brand Preference. Brand Preference has a positive and significant influence on Customer Satisfaction. Perceived value has a positive and significant influence on Brand Preference, but does not have a positive and insignificant effect on Customer Satisfaction. So, the user's perception of the benefits of SAP has no effect on Customer Satisfaction in implementing SAP as a data integration system.
Perceived Quality, Perceived Value, Brand Preference, Customer Satisfaction, Partial Least Square