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Pengaruh Interactional Fairness Terhadap Customer Satisfaction Dan Behavioral Intention


Oleh : Edi Budi Ahmadi

Info Katalog

Nomor Panggil :

Pengarang Pertama : Edi Budi Ahmadi

Subyek : Customer Satisfaction

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2011

Pembimbing 1 : Adiati Hardjanti

Pembimbing 2 :

Kata Kunci : interactional fairness, customer satisfaction, behavioral intention


File Repositori
No. Nama File Ukuran Status
1. 2011_TA_MJ_022020259_7.pdf 324.6 (KB)
2. 2011_TA_MJ_022020259_6.pdf 355.33 (KB)
3. 2011_TA_MJ_022020259_5.pdf 348.28 (KB)
4. 2011_TA_MJ_022020259_4.pdf 400.35 (KB)
5. 2011_TA_MJ_022020259_3.pdf 393.36 (KB)
6. 2011_TA_MJ_022020259_2.pdf 320.35 (KB)
7. 2011_TA_MJ_022020259_1.pdf 315.54 (KB)

T Tujuan penelitian ini dilakukan untuk menganalisis pengaruh interactional fairness terhadap customer satisfaction dan behavioral intention. Teknik pengambilan sampel menggunakan non probability sampling dengan jumlah responden sebesar 156 responden dari pelanggan restoran Warung Kito. Metode analisis data dilakukan dengan menggunakan metode persamaan struktur terhadap tiga hipotesis. Hasil penelitian menunjukkan terdapat pengaruh interactional fairness terhadap customer satisfaction dan behavioral intention, begitupun juga terdapat pengaruh signifikan customer satisfaction terhadap behavioral intention.

T This research was conducted to analyze the effect of interactional fairness on customer satisfaction and behavioral intention. Sampling technique using a non probability sampling with the number of respondents of 156 respondents from restaurant customers Warung Kito. Methods of data analysis were calculated using the structure equations model of the three hypotheses. The results showed there are significant interactional fairness on customer satisfaction and behavioral intention, as did also have a significant influence on behavioral intention customer satisfaction.

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