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Pengaruh service quality, corporate image, perceived value terhadap customer satisfaction dan dampaknya terhadap brand loyalty oow cost carrier


Oleh : Gita Cipta Rahayu

Info Katalog

Nomor Panggil : 2017_TA_MJ_022122075

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2017

Pembimbing 1 : Sri Vandayuli Riorini

Subyek : Service quality;Marketing management

Kata Kunci : service quality, corporate image, perceived value, customer satisfaction, brand loyalty


File Repositori
No. Nama File Ukuran (KB) Status
1. 2017_TA_MJ_022122075_Halaman-Judul.pdf 894.99
2. 2017_TA_MJ_022122075_Bab-1.pdf 1081.34
3. 2017_TA_MJ_022122075_Bab-2.pdf 985.39
4. 2017_TA_MJ_022122075_Bab-3.pdf 1487.35
5. 2017_TA_MJ_022122075_Bab-4.pdf 1284.99
6. 2017_TA_MJ_022122075_Bab-5.pdf 530.47
7. 2017_TA_MJ_022122075_Daftar-Pustaka.pdf 798.59
8. 2017_TA_MJ_022122075_Lampiran.pdf 4354.97

P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh service quality, corporate image, perceived value terhadap customer satisfaction dan dampaknya pada brand loyalty Low Cost Carrier di Indonesia. Sampel yang digunakan dalam penelitian ini berjumlah 225 responden dan dikumpulkan dengan metode purposive sampling. Pengujian Hpotesis dilakukan dengan metode Structural Equation Model (SEM). Hasil dari penelitian ini adalah (1) customer satisfaction berpengaruh positif terhadap brand loyalty, (2) service quality berpengaruh positif terhadap customer satisfaction, (3) corporate image berpengaruh positif terhadap customer satisfaction, dan (4) perceived value berpengaruh positif terhadap customer satisfaction.

T The objective of this study is to examine and analyze the influencing of service quality, corporate image, perceived value toward customer satisfaction and its impact on brand loyalty Low Cost Carrier in Indonesia. The samples being used in this study is 225 respondents. The data collection method being used by this study is purposive sampling. The testing is conducted by using Structuctural Equation Model (SEM) analysis method. The findings of this study are:(1) customer satisfaction has positive impact on brand loyalty, (2) service quality has positive impact on customer satisfaction, (3) corporate image has positive impact on customer satisfaction, and (4) perceived value has positive impact on customer satisfaction

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