DETAIL KOLEKSI

Deteminan layanan konsumen pada perusahaan jasa high contact


Oleh : Josrivaly

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2011

Pembimbing 1 : Adiati Hardjanti

Subyek : Customer service;customer relation;manners and customs

Kata Kunci : service, technical service, company


File Repositori
No. Nama File Ukuran (KB) Status
1. 2011_TA_MJ_022060225_7.pdf 708.69
2. 2011_TA_MJ_022060225_6.pdf 290.91
3. 2011_TA_MJ_022060225_5.pdf 393.77
4. 2011_TA_MJ_022060225_4.pdf 551.23
5. 2011_TA_MJ_022060225_3.pdf 422.76
6. 2011_TA_MJ_022060225_2.pdf 276.83
7. 2011_TA_MJ_022060225_1.pdf 817.26

P Penelitian ini menguji pengaruh Service Encounter, Service Quality, Customer Satisfaction, Loyalty to the Employee terhadap Loyalty to the Firm Johnny Andrean dengan 120 responden dari Masyarakat umum dan kalangan Mahasiswa Fakultas Ekonomi Univeristas Trisakti, Jakarta, yang menggunakan jasa salon Johnny Andrean. Hasil pengujian enam hipotesis terbukti signftkan bahwa Service Encounter terhadap Service Quality, Service Quality terhadap Loyalty to the Firm, Service Encounter terhadap Customer Satisfaction, Customer Satisfaction terhadap Loyalty to the Employee, dan Loyalty to the Employee terhadap Loyalty to the Firm. Hasil pengujian hipotesis menunjukan pengaruh terdapat pengaruh positif antara Service Encounter terhadap Service Quality, Service Quality terhadap Loyalty to the Firm, Service Encounter terhadap Customer Satisfaction, Customer Satisfaction terhadap Loyalty to the Employee, dan Loyalty to the Employee terhadap Loyalty to the Firm.

T This study tested the influence on Service Encounter, Service Quality, Customer Satisfaction, and Loyalty to the Employee on Loyalty to the Firm Johnny Andrean Salon with 120 respondents from the society and University Trisakti Economy Faculty student, Jakarta, who used the Salon's service. Six test results proved the hypothesis significant that Service Encounter has an influence on Service Quality, Service Quality has an influence on Loyalty to the Firm, Service Encounter has an influence on Customer Satisfaction, Customer Satisfaction has an influence on Loyalty to the Employee and Loyalty to the Employee has an influence on Loyalty to the Firm. The results of hypothesis testing shows positive effect between service Encounter on Service Quality, Service Quality on Loyalty to the Firm, Service Encounter on Customer Satisfaction, Customer Satisfaction on Loyalty to the Employee and Loyalty to the Employee on Loyalty to the Firm.

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