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Pengaruh Employee Emotional Competence Terhadap Customer Loyalty Melalui Rapport Dan Customer Satisfaction Pada Jasa Salon


Oleh : Dodi Prasetia Mubarak

Info Katalog

Nomor Panggil : 2015_TA_MJ_022090205

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2015

Pembimbing 1 : Sri Vandayuli Riorini

Subyek : Employee motional competence;Financial management

Kata Kunci : employee motional competence, rapport, customer satisfaction, customer loyalty.


File Repositori
No. Nama File Ukuran Status
1. 2015_TA_MJ_022090205-Halaman-Judul.pdf 2235.19 (KB)

A Analisis mengenai Employee Emotional Competence, Rapport, Customer Satisfaction, Customer Loyalty sangat penting untuk pengambilan keputusan manajer pemasaran dalam bidang jasa. Penelitian ini bertujuan untuk menganalisis pengaruh Employee Emotional Competence terhadap Customer Loyalty melalui Rapport dan Customer Satisfaction pada jasa salon. Penelitian dilakukan dengan menggunakan salon sebagai obyek penelitian dan mengambil 200 sampel dari pelanggan yang telah menggunakan jasa salon. Metode yang digunakan ialah metode non probability sampling dengan teknik Purposive Sampling dan menggunakan alat analisis Structural Equation Model (SEM). Berdasarkan hasil penelitian dapat diketahui bahwa terdapat pengaruh positif Employee Emotional Competence terhadap Rapport, Customer Satisfaction dan Customer Loyalty. Sedangkan, hasil penelitian untuk Rapport memiliki pengaruh positif terhadap Customer Satisfaction dan Customer Loyalty serta Customer satisfaction memiliki pengaruh positif terhadap Customer Loyalty. Hasil penelitian juga membuktikan bahwa terdapat pengaruh tidak langsung Employee Emotional Competence terhadap Customer Loyalty melalui Rapport lebih kuat daripada pengaruh langsung Employee Emotional Competence terhadap Customer Loyalty.

A Analysis of Employee Emotional Competence, Rapport, Customer Satisfaction, Customer Loyalty is very important for the decision of marketing managers in the field of services. This study aims to analyze the influence of Employee Emotional Competence on Customer Loyalty through Rapport and Customer Satisfaction on salon services. The study was conducted using a salon as a research object and took 200 samples from customers who had used the services of a salon. The method used is non probability sampling method with Purposive Sampling technique and using Structural Equation Model (SEM) analysis tool. Based on the results of the research can be seen that there is a positive influence Employee Emotional Competence against Rapport, Customer Satisfaction and Customer Loyalty. Meanwhile, the results of research for Rapport has a positive influence on Customer Satisfaction and Customer Loyalty and Customer satisfaction has a positive influence on Customer Loyalty. The result also proves that there is indirect influence of Employee Emotional Competence to Customer Loyalty through Rapport is stronger than direct influence of Employee Emotional Competence to Customer Loyalty.

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