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Submitted
2 July 2024
Accepted
5 July 2024
Published
5 July 2024
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Abstract

Penelitian ini bertujuan untuk menguji pengaruh inovasi produk dan inovasi proses dalam memediasi kemampuan keterlibatan pelanggan terhadap kinerja perusahaan jasa. Pengambilan sampel data pada penelitian ini berjumlah 100 responden yang diambil dari para pelaku usaha UMKM di bidang jasa yang berada di Daerah Istimewa Yogyakarta. Dalam penelitian ini alat uji analisis menggunakan SEM. Hasil uji dan analisis data pada penelitian ini ditemukan bahwa adanya pengaruh positif dari kemampuan keterlibatan pelanggan terhadap kinerja perusahaan jasa dan inovasi produk serta inovasi proses dapat memediasi antara kemampuan keterlibatan pelanggan dengan kinerja perusahaan jasa pada UMKM di Daerah Istimewa Yogyakarta.

Keywords

kemampuan keterlibatan pelanggan inovasi kinerja perusahaan jasa

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Copyright (c) 2024 Bagas Adi Dharmesta, Siti Nursyamsiah

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Dharmesta, B. A., & Nursyamsiah, S. (2024). Pengaruh Kemampuan Keterlibatan Pelanggan terhadap Kinerja Perusahaan Jasa melalui Peran Mediasi Inovasi Produk dan Inovasi Proses: Studi pada UMKM di Daerah Istimewa Yogyakarta. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 2(6), 121–134. Retrieved from https://journal.uii.ac.id/selma/article/view/35126
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