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Antecedents dari word-of-mouth dan repurchase intention


Oleh : Andrian Novando Panggabean

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2012

Pembimbing 1 : Asep Hermawan

Subyek : Customer Satisfaction

Kata Kunci : customer services quality, employee behavior, social interaction, customer satisfaction, fast food


File Repositori
No. Nama File Ukuran (KB) Status
1. 2012_TA_MJ_022070127_7.pdf 851.64
2. 2012_TA_MJ_022070127_6.pdf 636.99
3. 2012_TA_MJ_022070127_5.pdf 679.72
4. 2012_TA_MJ_022070127_4.pdf 720.55
5. 2012_TA_MJ_022070127_3.pdf 710.05
6. 2012_TA_MJ_022070127_2.pdf 665.97
7. 2012_TA_MJ_022070127_1.pdf 716.78

P Penelitian ini bertujuan untuk mengetahui pengaruh interaction behaviors terhadap comfort beserta konsekuensi dari comfort tersebut, yaitu overall service quality, customer satisfaction, word-of-mouth, dan repurchase intention. Data yang digunakan dalam penelitian ini adalah data primer. Data dikumpulkan langsung melalui penyebaran kuesioner kepada 100 responden. Teknik pengambilan sample dalam penelitian ini dengan menggunakan purposive sampling. Uji instrumen data menggunakan validitas dan reliabilitas. Uji hipotesis menggunakan Structural Equation Modelling (SEM). Hasil pengujian hipotesa menunjukkan terdapat pengaruh positif antara interaction behaviors terhadap comfort beserta konsekuensinya pada industri fast food restaurant. Bagi penelitian selanjutnya disarankan untuk mencari hubungan antara repurchase intention dan word-of-mouth.

T This study aims to determine the effect of interaction behaviors on comfort and its consequences, that are overall service quality, customer satisfaction, word-ofmouth, and repurchase intention. Data used in this study is a primary data. Transmit the data obtained by questionnaires to 100 respondents. Sample collection techniques using purposive sampling technique. Validity and reliability test are used for instrument’s test and Structural Equation Modelling (SEM) is used for hypothesis test. The results of hypothesis testing showed a positive effect between interaction behaviors on comfort and its consequences on the fast food restaurant industry. For the future research it is suggested to seek the relationship between repurchase intention and word-of-mouth.

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