Journal article // Social Development and Security






The Factors Affecting Customer Satisfaction, Competitive Advantage, and Performance in the MSMEs in the Craft Industry Sector From East Kalimantan Province: Indonesia
2021  //  DOI: 10.33445/sds.2021.11.1.13
Risna Nona, Suharno Suharno, Sri Mintarti, Yohannes Kuleh

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Abstract

This study is intended to examine the problems in MSMEs in East Kalimantan. This study uses survey techniques by distributing questionnaires, then the data or information obtained is processed by statistical methods using the PLS Warp software. The data analysis method uses PLS (Partial Least Square). The number of questionnaires distributed as many as 320 respondents according to the number of samples in this study with the process of taking a simple random sampling data. The results showed that: Product innovation had no significant negative effect on customer satisfaction, product quality had a significant positive effect on customer satisfaction, CRM had a significant positive effect on customer satisfaction, product innovation had no significant negative effect on competitive advantage, product quality had a significant positive effect on excellence competitive, CRM has a significant positive effect on competitive advantage, product innovation has a significant positive effect on performance, product quality has a significant positive effect on performance, CRM has no significant positive effect on performance, satisfaction has a significant positive effect on competitive advantage, competitive advantage has a significant positive effect on performance, Satisfaction has a significant positive effect on performance in the Micro, Small and Medium Enterprises, Craft Products Category in East Kalimantan, Indonesia.

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