DETAIL KOLEKSI

Anteseden dan konsekuensi customer experience quality


Oleh : Evidesh Vannyta Falia

Info Katalog

Nomor Panggil : 2018_TA_MJ_022100133

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2018

Pembimbing 1 : Dyah Astarini

Subyek : t Audience interaction quality;Marketing manajamen

Kata Kunci : Friend Interaction Quality, Neighboring Interaction Qualit Audience interaction quality, customer ex


File Repositori
No. Nama File Ukuran (KB) Status
1. 2018_TA_MJ_022100133_Halaman-Judul.pdf 1060.49
2. 2018_TA_MJ_022100133_Bab-1.pdf 547.41
3. 2018_TA_MJ_022100133_Bab-2.pdf 736.87
4. 2018_TA_MJ_022100133_Bab-3.pdf 1839.03
5. 2018_TA_MJ_022100133_Bab-4.pdf 749.18
6. 2018_TA_MJ_022100133_Bab-5.pdf 509.52
7. 2018_TA_MJ_022100133_Daftar-Pustaka.pdf 643.4
8. 2018_TA_MJ_022100133_Lampiran.pdf 2796.39

P Penelitian ini bertujuan untuk mengetahui dan menganalisis pengaruh friend interaction quality terhadap customer experience quality, neighboring customer interaction quality terhadap customer experience quality, audience interaction quality terhadap customer experience quality, dan customer experience quality terhadap customer citizenship behaviour.Metode teknik pengumpulan data yang digunakan adalah purposive sampling. Data dikumpulkan secara langsung melalui penyebaran kuesioner kepada 145 responden dan diolah menggunakan metode analisis Structural Equation Model (SEM). Hasil dari penelitian menunjukkan bahwa terdapat pengaruh positif friend interaction quality terhadap customer experience quality, pengaruh positif audience interaction quality terhadap customer experience quality, dan pengaruh positif customer experience quality terhadap customer citizenship behaviour. Sedangkan, neighboring customer interaction quality tidak berpengaruh positif terhadap customer experience quality.Untuk penelitian selanjutnya disarankan untuk memperluas wilayah penelitian Transmart, menambah variabel yang mempengaruhi Customer Citizenship Behavior seperti variabel Employee Citizenship Behaviour (Madani et al., 2015) dan Social Capital (Jie, 2013).

T This study aims to identify and analyze the influence of friend interaction quality toward customer experience quality, neighboring customer interaction quality toward customer experience quality, audience interaction quality toward customer experience quality, and customer experience quality toward customer citizenship behavior.The method used for collecting data is purposive sampling. Data is collected by distributing the questionnaires to 145 respondents and analyzed by using Structural Equation Model (SEM).The result shows that there is a positive influence of friend interaction quality toward customer experience quality, positive influence of audience interaction quality toward customer experience quality, positive influence of customer experience quality toward customer citizenship behavior. Nonetheless, neighboring customer interaction quality has no positive influence toward customer experience quality.In the future research, the researcher may require to expand the research area of Transmart. Also, it may require to add several variables which can influence customer citizenship behavior such as employee citizenship behavior (Madani et al., 2015) and social capital (Jie, 2013).

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