DETAIL KOLEKSI

Pengaruh Perceived Employee Service Delivery Skills Dan Perceived Value Terhadap Customer Satisfaction Delight Experiences, Trust Dan Behavioural Intention


Oleh : Fergy Dona Desy

Info Katalog

File Jurnal : 00000000000000096288.pdf

Nomor Panggil : 2019_TA_MJ_022141129

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2019

Pembimbing 1 : Arwini Sumardi

Subyek : Management - service delivery skills;Marketing management

Kata Kunci : perceived employee service delivery skills, perceived value, customer satisfaction/delight experienc


File Repositori
No. Nama File Ukuran (KB) Status
1. 2019_TA_MJ_022141129_Halaman-Judul.pdf 846.25
2. 2019_TA_MJ_022141129_Bab-1.pdf 581.31
3. 2019_TA_MJ_022141129_Bab-2.pdf 892.18
4. 2019_TA_MJ_022141129_Bab-3.pdf 1046.83
5. 2019_TA_MJ_022141129_Bab-4.pdf 973.77
6. 2019_TA_MJ_022141129_Bab-5.pdf 513.4
7. 2019_TA_MJ_022141129_Daftar-Pustaka.pdf 667.23
8. 2019_TA_MJ_022141129_Lampiran.pdf 2858.38

P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh Perceived Employee Service Delivery Skills dan Perceived Value terhadap CustomerSatisfaction/Delight Experiences, Trust dan Behavioural Intention. Data diperolehdari hasil kuisoner yang disebarkan kepada 220 responden di Universitas Trisakti. Metode yang digunakan adalah non-probability sampling dengan teknik pusposivesampling. Analisis data dilakukan dengan menggunakan Structural Equation Model(SEM). Hasil penelitian ini menunjukkan, terdapat pengaruh positif Perceived Employee Service Delivery Skills terhadap Customer Satisfaction/Delight Experiences. Terdapat pengaruh positif Perceived Value terhadap customersatisfaction/delight experiences, terdapat pengaruh customer satisfaction/delightexperiences terhadap trust, dan terdapat pengaruh customer satisfaction/delight experiences terhadap behavioual intention. Serta terdapat pengaruh trust terhadap behavioural intention.

T This study aims to examine and analyze the effect of perceived employee service delivery skills and perceived value toward customer satisfaction/delight experiences,trust and behavioural intention. Data obtained from the results of questionnaires distributed to 220 Trisakti University students. The method of collecting data used non-probability sampling, and the technic used purposive sampling. Data analysis conducted by Structural Equation Model (SEM). The results of this study show that:There are positive effects of perceived employee service delivery skills on customer satisfaction/delight experiences, perceived value on customer satisfaction/delight experiences, positive effect customer satisfaction/delight experiences on trust,positive effect customer satisfaction/delight experiences on behavioural intention,and positive effect of trust on behavioural intention.

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