DETAIL KOLEKSI

Faktor-faktor yang mempengaruhi customer retention pada pengguna smartphone di Jakarta


Oleh : Muhamad Alfan Jordi

Info Katalog

Nomor Panggil : 2017_TA_MJ_022121167

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2017

Pembimbing 1 : Willy Arafah

Subyek : Customer retention;Marketing management;Customer satisfaction

Kata Kunci : quality, customer loyalty, customer trust, price.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2017_TA_MJ_022121167_Halaman-judul.pdf 1189.2
2. 2017_TA_MJ_022121167_Bab-1.pdf 531.2
3. 2017_TA_MJ_022121167_Bab-2.pdf 605.25
4. 2017_TA_MJ_022121167_Bab-3.pdf 803.98
5. 2017_TA_MJ_022121167_Bab-4.pdf 723.23
6. 2017_TA_MJ_022121167_Bab-5.pdf 487.2
7. 2017_TA_MJ_022121167_Daftar-pustaka.pdf 497.15
8. 2017_TA_MJ_022121167_Lampiran.pdf 1190.28

P Penelitian ini bertujuan untuk menguji dan menganalisis faktor-faktor yang mempengaruhi customer retention. Sampel yang digunakan dalam penelitian ini sebanyak 200 responden dan dikumpulkan dengan metode purposive sampling. Pengujian dilakukan dengan metode regresi berganda. Hasil dari penelitian ini adalah (1) quality berpengaruh signifikan positif terhadap customer retention, (2) customer satisfaction berpengaruh signifikan negatif terhadap customer retention, (3) customer loyalty tidak berpengaruh signifikan positif terhadap customer retention, (4) customer trust berpengaruh signifikan positif terhadap customer retention, dan (5) price berpengaruh signifikan positif terhadap customer retention.

T The objective of this study is to examine and analyze the factors effecting customer retention. The samples being used in this study is 150 respondents. The data collection method being used by this study is purposive sampling. The testing is conducted by multiple regression analysis method. The findings of this study are: (1) quality has significant positive effect toward customer retention, (2) customer satisfaction has significant negative effect toward customer retention, (3) customer loyalty has no significant positive effect toward customer retention, (4) customer trust has significant positive effect toward customer retention, and (5) price has significant positive effect toward customer retention.

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