DETAIL KOLEKSI

Peran Social Media, Service Operation Dan Brand Satisfaction Terhadap Customer Satisfaction


Oleh : Hervira Baby Risky

Info Katalog

Nomor Panggil : 2017_TA_MJ_0221312134

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2017

Pembimbing 1 : Willy Arafah

Subyek : Customer satisfaction;Marketing management

Kata Kunci : social media, service operation, brand satisfaction


File Repositori
No. Nama File Ukuran (KB) Status
1. 2017_TA_MJ_022131234_Halaman-Judul.pdf 2055.42
2. 2017_TA_MJ_022131234_Bab-1.pdf 1144.57
3. 2017_TA_MJ_022131234_Bab-2.pdf 1286
4. 2017_TA_MJ_022131234_Bab-3.pdf 1623.35
5. 2017_TA_MJ_022131234_Bab-4.pdf 1386.97
6. 2017_TA_MJ_022131234_Bab-5.pdf 932.33
7. 2017_TA_MJ_022131234_Daftar-Pustaka.pdf 1118.54
8. 2017_TA_MJ_022131234_Lampiran.pdf 4092.71

S Skripsi ini membahas apakah social media akan berdampak langsung pada customer satisfaction, service operation berdampak positif terhadap customer satisfaction, dan brand satisfaction berdampak positif terhadap customer satisfaction. Data didapat dengan menyebarkan kuesioner kepada 191 responden kepada konsumen Giant di JABODETABEK.Teknik pengambilan sampel yang digunakan ialah purposive sampling. Metode analisis yang digunakan untuk menguji hipotesa adalah Structural Equation Model (SEM) . Hasil pengujian hipotesa menunjukkan tidak adanya dampak langsung terhadap customer satisfaction, terdapat pengaruh positif service operation terhadap customer satisfaction, terdapat pengaruh positif brand satisfaction terhadap customer satisfaction.

T This thesis discuesses whether social media will have a direct impact on customer satisfaction, service operation has positive impact on customer satisfaction, and brand satisfaction have positive impact on customer satisfaction. Data obtained by distributing questionnaries to 191 respondents to Giant customer JABODETABEK. The sampling technique used is purposive sampling. The method of analysis used to test hypothesis is Structural Equation Model (SEM). The result of hypothesis test shows that there is no direct impact to customer satisfaction, there is positive influence of service operation to customer satisfaction, there is positive influence of brand satisfaction to customer satisfaction.

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