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Anteceden Dan Konsekuensi Dari Consumer Penalty Evaluation


Oleh : Silvia Hanim

Info Katalog

Nomor Panggil :

Subyek : Consumer Satisfaction

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2010

Pembimbing 1 : Ina Oktaviana Matusin

Pembimbing 2 :

Kata Kunci : consumer penalty evaluation, satisfaction, disconfirmation


File Repositori
No. Nama File Ukuran Status
1. 2010_TA_MJ_022050028_7.pdf 565.59 (KB)
2. 2010_TA_MJ_022050028_6.pdf 363.49 (KB)
3. 2010_TA_MJ_022050028_5.pdf 429.83 (KB)
4. 2010_TA_MJ_022050028_4.pdf 472.79 (KB)
5. 2010_TA_MJ_022050028_3.pdf 470.79 (KB)
6. 2010_TA_MJ_022050028_2.pdf 342.59 (KB)
7. 2010_TA_MJ_022050028_1.pdf 414.08 (KB)

P Penyusunan skripsi bertujuan untuk mengetahu pengaruh antara evaluasi short term dissatisfation with the penalty yaitu disconfirmation, fairness dan emotion terhadap overall satisfaction dan juga untuk mengetahui pengaruh overall satisfaction repurchase intention. Instrumen penelitian ini menggunakan kuiesioner yang dibagikan kepada 120 orang reponden yang telah menjadi nasabah Bank BCA dan pernah mengalami kejadian penalty. Metode analisa penelitian ini menggunakan metode structural equation modeling. Hasil penelitian menyatakan bahwa terdapat pengaruh positif disconfirmation, fairness dan emotion terhadap short term dissatisfaction with the penalty. Hasil penelitian ini juga menyatakan bahwa terdapat pengaruh positif short term dissatissfaction with the penalty terhadap overall satissfaction dan repurchase intention dan juga terdapat pengaruh positif overall satissfaction terhadap repurchase intention

F Formulation of this thesis aims to determine the affect of the short term evaluation of dissatisfaction with the penalty of disconfirmation, fairness and emotion of overall satisfaction and also to determine the effect on repurchase intention and overall satissfaction. This research instrument that uses a questionnaire distributed to 120 respondents who had become customers of Bank BCA and never experieneed a penalty incident. This research analysis methods using structural equation modeling.The research states that there is a positive influence on disconfirmation, fairness and emotion of short term dissatisfaction with the penalty. The results of this study also states that there is a positive influence dissatissfaction short term with the penalty on repurchase intention and overall satissfaction, and there is also a positive influence on repurchase intention and overall satissfaction

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