Pengaruh perceived employee service delivery skills dan perceived value terhadap customer satisfaction delight experiences, trust dan behavioural intention

DETAIL KOLEKSI

Pengaruh perceived employee service delivery skills dan perceived value terhadap customer satisfaction delight experiences, trust dan behavioural intention

Oleh : Fergy Dona Desy

Info Katalog

Nomor Panggil : 2019_TA_MJ_022141129

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2019

Pembimbing 1 : Arwini Sumardi

Subyek : Management - service delivery skills;Marketing management

Kata Kunci : perceived employee service delivery skills, perceived value, customer satisfaction/delight experienc

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.	Link
1.	2019_TA_MJ_022141129_Halaman-Judul.pdf
2.	2019_TA_MJ_022141129_Bab-1.pdf
3.	2019_TA_MJ_022141129_Bab-2.pdf
4.	2019_TA_MJ_022141129_Bab-3.pdf
5.	2019_TA_MJ_022141129_Bab-4.pdf
6.	2019_TA_MJ_022141129_Bab-5.pdf
7.	2019_TA_MJ_022141129_Daftar-Pustaka.pdf
8.	2019_TA_MJ_022141129_Lampiran.pdf

Abstrak
Abstract

P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh Perceived Employee Service Delivery Skills dan Perceived Value terhadap CustomerSatisfaction/Delight Experiences, Trust dan Behavioural Intention. Data diperolehdari hasil kuisoner yang disebarkan kepada 220 responden di Universitas Trisakti. Metode yang digunakan adalah non-probability sampling dengan teknik pusposivesampling. Analisis data dilakukan dengan menggunakan Structural Equation Model(SEM). Hasil penelitian ini menunjukkan, terdapat pengaruh positif Perceived Employee Service Delivery Skills terhadap Customer Satisfaction/Delight Experiences. Terdapat pengaruh positif Perceived Value terhadap customersatisfaction/delight experiences, terdapat pengaruh customer satisfaction/delightexperiences terhadap trust, dan terdapat pengaruh customer satisfaction/delight experiences terhadap behavioual intention. Serta terdapat pengaruh trust terhadap behavioural intention.

T This study aims to examine and analyze the effect of perceived employee service delivery skills and perceived value toward customer satisfaction/delight experiences,trust and behavioural intention. Data obtained from the results of questionnaires distributed to 220 Trisakti University students. The method of collecting data used non-probability sampling, and the technic used purposive sampling. Data analysis conducted by Structural Equation Model (SEM). The results of this study show that:There are positive effects of perceived employee service delivery skills on customer satisfaction/delight experiences, perceived value on customer satisfaction/delight experiences, positive effect customer satisfaction/delight experiences on trust,positive effect customer satisfaction/delight experiences on behavioural intention,and positive effect of trust on behavioural intention.