DETAIL KOLEKSI

Anteseden Dari Loyalty


Oleh : Galih Nur Hadiyanto

Info Katalog

File Jurnal : 00000000000000004681.pdf

Nomor Panggil : 2019_TA_MJ_022164013

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2019

Pembimbing 1 : Ina Oktaviana Matusin

Subyek : Management;Marketing management

Kata Kunci : service recovery, relational selling behavior, trust, satisfaction, loyalty


File Repositori
No. Nama File Ukuran (KB) Status
1. 2019_TA_MJ_022164013_Halaman-Judul.pdf 737.35
2. 2019_TA_MJ_022164013_Bab-1.pdf 616.07
3. 2019_TA_MJ_022164013_Bab-2.pdf 781.06
4. 2019_TA_MJ_022164013_Bab-3.pdf 927.76
5. 2019_TA_MJ_022164013_Bab-4.pdf 815.07
6. 2019_TA_MJ_022164013_Bab-5.pdf 519.22
7. 2019_TA_MJ_022164013_Daftar-Pustaka.pdf 700.64
8. 2019_TA_MJ_022164013_Lampiran.pdf 1861.45

P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh service recovery dan relational selling behavior terhadap trust, satisfaction dan loyalty. Sampel yang digunakan dalam penelitian ini berjumlah 170 responden dan dikumpulkan dengan metode non-probality sampling. Pengujian dilakukan dengan metode StructuralEquation Model (SEM). Hasil penelitian ini adalah (1) Service Recovery berpengaruhpositif terhadap Trust (2) Service Recovery berpengaruh positif terhadap Satisfaction(3) Relational Selling Behavior berpengaruh positif terhadap Trust (4) RelationalSelling Behavior berpengaruh positif terhadap Satisfaction (5) Trust berpengaruh positif terhadap Loyalty (6) Satisfaction berpengaruh positif terhadap Loyalty.

T The Objective of this study is to examine and analyze the effect of service recovery and relational selling behavior on trust, satisfaction and loyalty. The samples being used in this study are 170 respondents. The data collection method being used by thisstudy is non-probality sampling. The testing is conducted by Structural EquationModel (SEM). The findings of this study are: (1) Service Recovery has positiveeffect toward Trust (2) Service Recovery has positive effect toward Satisfaction (3)Relational Selling Behavior has positive effect toward Trust (4) Relational Selling Behavior has positive effect toward Satisfaction (5) Trust has positive effect toward Loyalty (6) Satisfaction has positive effect toward Loyalty.

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