DETAIL KOLEKSI

Pengaruh relational benefit terhadap word of mouth melalui customer service quality


Oleh : Khairiyah

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2012

Pembimbing 1 : Ina Oktaviana Matusin

Subyek : Service Industries - Quality Control

Kata Kunci : relational benefit, confidence benefit, special treatment benefit, social benefit, functional qualit


File Repositori
No. Nama File Ukuran (KB) Status
1. 2012_TA_MJ_022060041_7.pdf 1172.99
2. 2012_TA_MJ_022060041_6.pdf 689.84
3. 2012_TA_MJ_022060041_5.pdf 939.93
4. 2012_TA_MJ_022060041_4.pdf 898.11
5. 2012_TA_MJ_022060041_3.pdf 1005.27
6. 2012_TA_MJ_022060041_2.pdf 686.63
7. 2012_TA_MJ_022060041_1.pdf 759.6

T Tujuan dari penelitian ini untuk menjelaskan anteseden dan hasil dari functional quality, technical quality, dan relationship quality. Hipotesis penelitian menguji pengaruh relational benefit terhadap word of mouth melalui functional quality, technical quality, dan relationship quality. Data dikumpulkan dengan menyebarkan kuesioner kepada 110 nasabah Bank BNI yang memiliki kartu kredit minimal 1 tahun. Teknik pengumpulan data menggunakan purposive sampling. Analisis data dalam penelitian ini melalui teknik model persamaan struktural melalui pembentukan analisis faktor digunakan untuk menguji pengaruh variabel bebas terhadap variabel terikat. Hasil penelitian ini menyimpulkan bahwa pengaruh positif dan signifikan confidence benefit terhadap functional quality, pengaruh positif dan signifikan special treatment benefit terhadap functional quality, pengaruh positif dan signifikan social benefit terhadap functional quality, pengaruh positif dan signifikan confidence benefit terhadap technical quality, pengaruh positif dan signifikan special treatment benefit terhadap technical quality, pengaruh positif dan signifikan social benefit terhadap technical quality, pengaruh positif dan signifikan confidence benefit terhadap relationship quality, pengaruh positif dan signifikan special treatment benefit terhadap relationship quality, pengaruh positif dan signifikan social benefit terhadap relationship quality, pengaruh positif dan signifikan functional quality terhadap word of mouth, pengaruh positif dan signifikan technical quality terhadap word of mouth, dan pengaruh positif dan signifikan relationship quality terhadap word of mouth.

T The objectives of this research was examined the antecedent and outcome from functional quality, technical quality, dan relationship quality. The research of hypotheses was tested the effect of relational benefit toward on word of mouth mediated by functional quality, technical quality, dan relationship quality. A sampling techniques with purposive sampling techniques of 110 Bank BNI customer’s which using credit card minimum in 1 year. Data analysis in this research was Structural Equation Modelling with Analyses of Moment Structures (AMOS) with Confirmatory Factor Analyses to test the influence independent variables on dependent variable. The result of this research conclude that the effect of positively and significantly confidence benefit on functional quality, the effect of positively and significantly special treatment benefit on functional quality, the effect of positively and significantly social benefit on functional quality, the effect of positively and significantly confidence benefit on technical quality, the effect of positively and significantly special treatment benefit on technical quality, the effect of positively and significantly social benefit on technical quality, the effect of positively and significantly confidence benefit on relationship quality, the effect of positively and significantly special treatment benefit on relationship quality, the effect of positively and significantly social benefit on relationship quality, the effect of positively and significantly functional quality on word of mouth, the effect of positively and significantly technical quality on word of mouth, and the effect of positively and significantly relationship quality on word of mouth.

Bagaimana Anda menilai Koleksi ini ?