Antesenden dari customer loyalty

DETAIL KOLEKSI

Antesenden dari customer loyalty

Oleh : Wella Farlina

Info Katalog

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2010

Pembimbing 1 : Arwini Sumardi

Subyek : Customer loyalty;customer services;customer relations

Kata Kunci : public relations perceptions, brand image, customer loyalty

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.	Link
1.	2010_TA_MJ_022060393_1.pdf
2.	2010_TA_MJ_022060393_2.pdf
3.	2010_TA_MJ_022060393_3.pdf
4.	2010_TA_MJ_022060393_4.pdf
5.	2010_TA_MJ_022060393_5.pdf
6.	2010_TA_MJ_022060393_6.pdf
7.	2010_TA_MJ_022060393_7.pdf

Abstrak
Abstract

T ujuan dari penelitian ini adalah untuk menguji Anteseden dari Customer Loyalty. Terdapat tiga variabel yang digunakan dalam penelitian ini yaitu Public Relations Perceptions, Customer Loyalty dan Brand Image. Public Relations Perceptions diukur dengan dengan menggunakan 8 item pemyataanyang dikembangkan oleh Hung (2008), Brand Image diukur dengan menggunakan 3 item pemyataan yang dikembangkan oleh Park et al (1986), dan Customer Loyalty diukur menggunakan 5 item pemyataan yang dikembangkan oleh Zeithaml et al (1996). Jumlah responden yang diteliti sebanyak 150 yang merupakan penumpang Lion Air tahun 2009-2010. Teknik pengambilan sampel non probability sampling yaitu purposive sampling. Hasil dari penelitian ini mempelihatkan bahwa terdapat pengaruh positif Public Relations Perceptions terhadap Brand Image, Brand Image terhadap Customer Loyalty.

T he purpose of this study was to examine the influence of The Antecedent of Customer Loyalty. There are three variables used in this study Perceptions of Public Relations, Brand Image and Customer Loyalty. Perceptions of Public Relations was measured by using eight items pemyataanyang developed by Hung (2008), brand image was measured using three items developed by the Park statement, et al (1986), and Customer Loyalty statement was measured using five items developed by Zeithaml et al ( 1996). The number of respondents who researched as much as 150 which is a Lion Air passenger in 2009-2010. Non probability sampling technique of sampling is purposive sampling. Results from this study that there is positive mempelihatkan Public Relations Perceptions of Brand Image, Brand Image for Customer Loyalty.