Pengaruh service personal values terhadap customer satisfaction dan word of mouth

DETAIL KOLEKSI

Pengaruh service personal values terhadap customer satisfaction dan word of mouth

Oleh : I Putu Sandra Septiawan

Info Katalog

Nomor Panggil : 022002004016

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2023

Pembimbing 1 : Dyah Astarini

Subyek : Customer satisfaction;Professional ethics

Kata Kunci : service personal values, customer satisfaction, word of mouth

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2023_TA_SMJ_022002004016_Halaman-Judul.pdf	11
2.	2023_TA_SMJ_022002004016_Lembar-Pengesahan.pdf	5
3.	2023_TA_SMJ_022002004016_Bab-1-Pendahuluan.pdf	8
4.	2023_TA_SMJ_022002004016_Bab-2-Tinjauan-Pustaka.pdf	8
5.	2023_TA_SMJ_022002004016_Bab-3-Metode-Penelitian.pdf	17
6.	2023_TA_SMJ_022002004016_Bab-4-Analisis-dan-Pembahasan.pdf	11
7.	2023_TA_SMJ_022002004016_Bab-5-Kesimpulan.pdf	3
8.	2023_TA_SMJ_022002004016_Daftar-Pustaka.pdf	2
9.	2023_TA_SMJ_022002004016_Lampiran.pdf	17

Abstrak
Abstract

P Penelitian ini dilakukan dengan tujuan untuk menguji dan menganalisis bagaimana pengaruh service personal values terhadap customer satisfaction dan word of mouth. Penelitian ini menggunakan jenis penelitian pengujian hipotesis dengan sampel, penelitian menggunakan metode non-probability sampling dengan teknik purposive sampling yaitu responden yang pernah menginap di hotel bintang empat dan telah menginap lebih dari satu kali, selain itu responden menginap dalam empat bulan terakhir, jumlah responden yang terkumpul 225 dan yang di analisis 190 responden. Alat analisis yang digunakan adalah Structural Equation Model (SEM). Hasil penelitian menyebutkan bahwa service personal values berpengaruh positif terhadap customer satisfaction, services personal values tidak berpengaruh positif terhadap word of mouth dan customer satisfaction berpengaruh positif terhadap word of mouth.

T This research was conducted with the aim of testing and analyzing how service personal values influence customer satisfaction and word of mouth. This research uses a type of hypothesis testing research with a sample, the research uses a non-probability sampling method with a purposive sampling technique, namely respondents who have stayed at a four-star hotel and have stayed more than once, besides that respondents have stayed in the last four months, the number of respondents who collected 225 and analyzed 190 respondents. The analysis tool used is the Structural Equation Model (SEM). The results of the study stated that service personal values had a positive effect on customer satisfaction, services personal values had no positive effect on word of mouth and customer satisfaction had a positive effect on word of mouth.