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Anteseden dan konsekuensi dari customer satisfaction/delight experience pada industri telekomunikasi


Oleh : Mahendra Abrianto Akatamaputra

Info Katalog

File Jurnal : 00000000000000096480.pdf

Nomor Panggil : 2019_TA_MJ_022150030

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2019

Pembimbing 1 : Luki Adiati Pratomo

Subyek : Perceived employee service delivery skills;Marketing management;Customer satisfaction variable

Kata Kunci : perceived employee service delivery skill, perceived value, customer satisfaction/delight experience


File Repositori
No. Nama File Ukuran (KB) Status
1. 2019_TA_MJ_022150030_Halaman-Judul.pdf 663.64
2. 2019_TA_MJ_022150030_Bab-1.pdf 591.85
3. 2019_TA_MJ_022150030_Bab-2.pdf 658.22
4. 2019_TA_MJ_022150030_Bab-3.pdf 980.69
5. 2019_TA_MJ_022150030_Bab-4.pdf 768.81
6. 2019_TA_MJ_022150030_Bab-5.pdf 512
7. 2019_TA_MJ_022150030_Daftar-Pustaka.pdf 619.54
8. 2019_TA_MJ_022150030_Lampiran.pdf 2444.58

P Penelitian ini bertujuan untuk menguji dan menganalisis Anteseden danKonsekuensi dari Customer Satisfaction/delight experience pada IndustriTelekomunikasi. Sampel yang digunakan dalam penelitian ini berjumlah 250responden dan dikumpulkan dengan metode purposive sampling. Pengujiandilakukan dengan metode Structural Equation Model (SEM). Hasil dari penelitian iniadalah (1) Perceived Value berpengaruh positif terhadap CustomerSatisfaction/delight experience, (2) Customer Satisfaction/delight experienceberpengaruh positif terhadap Behavioural Intention, dan (3) Perceived EmployeService Delivery Skill tidak berpengaruh positif terhadap CustomerSatisfaction/delight experience.

T The objective of this study is to examine and analyze Antecedents andConsequences of Customer Satisfaction/delight experience at TelecommunicationsIndustry. The samples being used in this study is 250 respondents. The datacollection method being used by this study is purposive sampling. The testing isconducted by using Structuctural Equation Model (SEM) analysis method. Thefindings of this study are: (1) Perceived Value has a positive effect toward CustomerSatisfaction/delight experience, (2) Customer Satisfaction/delight experience has apositive effect toward Behavioural Intention, and (3) Perceived Employee ServiceDelivery Skill has a no positive effect toward Customer Satisfaction/delightexperience.

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