DETAIL KOLEKSI

Pengaruh kenyaman pelayanan dan kepuasan pelanggan terhadap word of mouth dan intention to witch

5.0


Oleh : Rini Amdriani

Info Katalog

Nomor Panggil : 2016_TA_MJ_022120023

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2016

Pembimbing 1 : Ganawati

Subyek : Customer satisfaction

Kata Kunci : service convenience, word of mouth, intention to switch.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2016_TA_MJ_022120023-Halaman-Judul.pdf 868.5
2. 2016_TA_MJ_022120023-Bab-1.pdf 1018.36
3. 2016_TA_MJ_022120023-Bab-2.pdf 699.91
4. 2016_TA_MJ_022120023-Bab-3.pdf 730.53
5. 2016_TA_MJ_022120023-Bab-4.pdf 498.24
6. 2016_TA_MJ_022120023-Bab-5.pdf 465.63
7. 2016_TA_MJ_022120023-Daftar-Pustaka.pdf 488.19
8. 2016_TA_MJ_022120023-Lampiran.pdf 1176.8

P Penelitian ini bertujuan untuk menganalisa pengaruh Kenyamanan Pelayanan dan Kepuasan Pelanggan terhadap Word of Mouth dan Intention To Switch. Sampel dalam penelitian ini adalah konsumen yang pernah dan sedang menggunakan “Bank BCA sebanyak 150 orang responden. Teknik pengambilan sampel dalam penelitian ini adalah purposive sampling. Uji instrument data menggunakan uji validitas dan uji reliabilitas. Alat analisis yang di gunakan untuk menguji hipotesa ialah Structual Equational Modelling (SEM). Hasil dari pengujian menunjukkan bahwa : (1) Service Convenience memiliki pengaruh positif terhadap customer satisfaction, (2) Customer Satisfaction memiliki pengaruh positif terhadap Word Of Mouth, (3) Customer Satisfaction memiliki pengaruh negatif terhadap Intention to Switch, (4) Service Convenience memiliki pengaruh positif terhadap Word Of Mouth, (5) Service Convenience memiliki pengaruh negatif terhadap Intention to Switch.

T This study aims to analyze the influence of Leisure Services and Customer Satisfaction on the Word of Mouth and Intention To Switch. The sample in this study is that consumers have and are being used "Bank BCA 150 respondents. The sampling technique in this research is purposive sampling. Test instrument data using validity and reliability test. The analytical tool used to test the hypothesis is structual Equational Modelling (SEM). The results of the testing showed that: (1) Service Convenience has a positive effect on customer satisfaction, (2) Customer Satisfaction has a positive influence on Word Of Mouth, (3) Customer Satisfaction has a negative influence on the Intention to Switch, (4) Service Convenience has positive effect on Word Of Mouth, (5) Service Convenience has a negative influence on the Intention to Switch.

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