DETAIL KOLEKSI

Anteseden dan konsekuensi dari customer trust


Oleh : Deansika Fanny

Info Katalog

File Jurnal : 00000000000000004587.pdf

Nomor Panggil : 2019_TA_MJ_022141166

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2019

Pembimbing 1 : Willy Arafah

Subyek : Management;Marketing management

Kata Kunci : brand service quality, customer satisfaction, customer loyalty and customer trust


File Repositori
No. Nama File Ukuran (KB) Status
1. 2019_TA_MJ-022141166_Halaman-Judul.pdf 3089.02
2. 2019_TA_MJ-022141166_Bab-1.pdf 457.44
3. 2019_TA_MJ-022141166_Bab-2.pdf 899.76
4. 2019_TA_MJ-022141166_Bab-3..pdf 536.72
5. 2019_TA_MJ-022141166_Bab-4.pdf 537.4
6. 2019_TA_MJ-022141166_Bab-5.pdf 428.36
7. 2019_TA_MJ-022141166_Daftar-Pustaka..pdf 425.05
8. 2019_TA_MJ-022141166_Lampiran.pdf 1453.96

S Skripsi ini menganalisa apakah ada pengaruh positif mengenai Brand Service Quality terhadap Customer Loyaltyyang dimediasi oleh Custumer Satisfaction dan Customer Trust. Hal ini menjadi sangat penting untuk pengambilan keputusanmanajer pemasaran dalam bidang jasa. Data diperoleh dengan menyebarkankuisioner kepada 170 responden.Penelitian dilakukan dengan menggunakanperusahaan gerai boutique hotel sebagai obyek penelitian dan metode yangdigunakan ialah metode non probability sampling dengan teknik purposive samplingdan menggunakan alat analisis Structural Equation Modelling (SEM). Hasilpengujian hipotesa menunjukan bahwa Brand Service Quality memiliki pengaruhpositif terhadap Customer Satisfaction, Customer Satisfaction memiliki pengaruhpositif terhadap Customer Loyalty dan Customer Satisfaction memiliki pengaruhpositif terhadap Customer Loyalty yang dimediasi oleh Customer Trust.

T This thesis analyzes whether there is a positive influence on Brand ServiceQuality on Customer Loyalty which is mediated by Customer Satisfaction and Customer Trust. This becomes very important for the decision making of marketingmanagers in the service sector. Data was obtained by distributing questionnaires to170 respondents. The study was conducted using a boutique hotel outlet company asan object of research and the method used was a non probability sampling methodwith a purposive sampling technique and using Structural Equation Modeling (SEM)analysis tools. The hypothesis testing results show that Brand Quality Service has apositive influence on Customer Satisfaction, Customer Satisfaction has a positiveinfluence on Customer Loyalty and Customer Satisfaction has a positive influence on Customer Loyalty mediated by Customer Trust

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