DETAIL KOLEKSI

Pengaruh Kepuasan Pemulihan Layanan Terhadap Perilaku Pembelian


Oleh : Nurul Hikmah

Info Katalog

Nomor Panggil : 2015_TA_MJ_022101010

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2015

Pembimbing 1 : Dyah Astarini

Subyek : Consumer satisfaction;Consumer behavior

Kata Kunci : service recovery satisfaction, relationship quality, purchase intentions, purchase behavior


File Repositori
No. Nama File Ukuran (KB) Status
1. 2015_TA_MJ_022101010_Halaman-Judul.pdf 1586.54
2. 2015_TA_MJ_022101010_Bab-1.pdf 1060.22
3. 2015_TA_MJ_022101010_-Bab-2.pdf 1247.51
4. 2015_TA_MJ_022101010_Bab-3.pdf 1991.76
5. 2015_TA_MJ_022101010_-Bab-4.pdf 1475.33
6. 2015_TA_MJ_022101010_-Bab-5.pdf 938.03
7. 2015_TA_MJ_022101010_Daftar-Pustaka.pdf 1092.86
8. 2015_TA_MJ_022101010_Lampiran.pdf 3602.75

P Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh servicerecovery satisfaction terhadap relationship quality, service recovery satisfactionterhadap purchase intentions, relationship quality terhadap purchase intentionsdanpurchase intentions terhadap purchase behavior.Teknik pengambilan sampel yang digunakan adalah purposive sampling.Data dikumpulkan secara langsung melalui penyebaran kuesioner kepada 150responden yang pernah mengalami kegagalan dalam pelayanan bank. Alat analisisyang digunakan untuk menguji hipotesis adalah Structural Equation Model (SEM).Hasil dari penelitian ini menunjukkan bahwa terdapat pengaruh positifservice recovery satisfaction terhadap relationship quality, relationship qualityterhadap purchase intentions, purchase intentions terhadap purchase behavior.Sedangkan, service recoverysatisfactiontidak berpengaruh positif terhadap purchaseintentions.Penelitian selanjutnya disarankan untuk dilakukan pada industri jasa lainnya,seperti penerbangan, restoran, atau telekomunikasi. Responden yang lebih beragamdari seluruh wilayah Indonesia dan penggunaan variabel yang dapat memberikanpengaruh pada perilaku pembelian lebih disarankan untuk ditambahkan dalam penelitian selanjutnya.

T The purpose of this study is to identify and analyze the influence of servicerecovery satisfaction toward relationship quality, service recovery satisfactiontoward purchase intentions, relationship quality toward purchase intentions andpurchase intentions toward purchase behavior.The sampling technique used is purposive sampling.Data is collected directlyby distributing questionnaires to 150 respondents who had experienced failure inbank services.Analysis tool that is used to test the hypothesis is Structural EquationModel (SEM).The results of this study show that there are a positive influence of servicerecovery satisfaction toward relationship quality, positive influence of relationshipquality toward purchase intentions, positive influence of purchase intentions towardpurchase behavior. Whereas, service recovery satisfaction has no positive influencetoward purchase intentions.Further research is recommended to be done in other service industries, suchas aviation, restaurant, or telecommunication.Respondents were more diverse thanthe whole region of Indonesiaand the use of variables that can influence purchasebehavior is recommended to be added in future research.

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