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Pengaruh Pemberdayaan Pelanggan (customer Empowerment) Terhadap Kepuasan Pelanggan (customer Satisfaction) Dan Keinginan Untuk Melakukan Pembelian Kembali (behavioral Intention)


Oleh : Intan Permata Suri

Info Katalog

Nomor Panggil : 2015_TA_MJ_022090123

Pengarang Pertama : Intan Permata Suri

Subyek : Customer empowerment;Financial management

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2015

Pembimbing 1 : RR Dyah Astarini

Pembimbing 2 :

Kata Kunci : customer empowerment, customer satisfaction, behavioral intention, interaction in business process


File Repositori
No. Nama File Ukuran Status
1. 2015_TA_MJ_022090123-Halaman-Judul.pdf 1971.78 (KB)

P Penelitian ini bertujuan untuk menganalisis pengaruh Customer Empowerment terhadap Customer Satisfaction dan Behavioral Intention pada restoran bumbu desa. Pengambilan sampel menggunakan Non Probability Sampling dengan teknik Purposive Sampling Technique. Teknik pengumpulan data diperoleh dengan cara menyebarkan kuesioner kepada 130 responden yang pernah berkunjung ke restoran Bumbu Desa, tapi yang dapat dianalisis sebanyak 120 responden. Teknik pengambilan sampel yang digunakan ialah teknik Purposive Sampling. Alat analisa yang digunakan untuk menguji hipotesa ialah structural equation model (SEM).Hasil pengujian hipotesa menunjukkan terdapat pengaruh positif Customer Empowerment terhadap Customer Satisfaction, Customer Empowerment terhadap Behavioral intention dan Customer Satisfaction terhadap Behavioral Intention. Bagi penelitian yang akan datang disarankan untuk melakukan penelitian tentang interaksi pada Business Process Perspective and Service Mechanisms.

T This study aims to analyze the influence of Customer Empowerment to Customer Satisfaction and Behavioral Intention at restaurant spice village. Sampling using Non Probability Sampling technique by Purposive Sampling Technique. Data collection techniques obtained by distributing questionnaires to 130 respondents who have visited the restaurant Bumbu Desa, but that can be analyzed as much as 120 respondents. Sampling technique used is Purposive Sampling technique. The analysis tool used to test the hypothesis is structural equation model (SEM). The result of hypothesis testing shows that there is positive influence of Customer Empowerment to Customer Satisfaction, Customer Empowerment to Behavioral intention and Customer Satisfaction to Behavioral Intention. For future research it is advisable to conduct research on the interaction of Business Process Perspective and Service Mechanisms.

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