Anteseden dan konsekuensi perceived service value
Info Katalog
File Repositori
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2011
Pembimbing 1 : Kurniawati
Subyek : Customer Behavior - Marketing
Kata Kunci : service convenience, perceived service value, customer satisfaction, customer loyalty
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2012_TA_MJ_022070118_7.pdf |
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| 2. | 2012_TA_MJ_022070118_6.pdf |
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| 3. | 2012_TA_MJ_022070118_5.pdf |
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| 4. | 2012_TA_MJ_022070118_4.pdf |
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| 5. | 2012_TA_MJ_022070118_3.pdf |
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| 6. | 2012_TA_MJ_022070118_2.pdf |
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| 7. | 2012_TA_MJ_022070118_1.pdf |
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P enelitian ini mengacu kepada penelitian sebelumnya yang dilakukan oleh Chang, Chen, Hsu dan Kuo ( 2010 ) yaitu menguji pengaruh service convenience terhadap perilaku pasca pembelian yaitu customer satisfaction dan customer loyalty. Penelitian ini mengunakan kuesioner yang disebarkan kepada pelanggan restoran cepat saji dengan jumlah responden sebagai sampel 160 orang. Teknik pengambilan sampel yang digunakan ialah purposive sampling. Alat analisa yang digunakan untuk menguji hipotesa ialah Structural Equation Model (SEM). Hasil pengujian hipotesa menunjukkan terdapat pengaruh yang signifikan antara service convenience terhadap perceived service value dan customer satisfaction, lalu pengaruh perceived service value terhadap customer satisfaction dan customer loyalty, dan yang terakhir customer satisfaction terhadap customer loyalty.
T his study refers to a previous study conducted by Chang, Chen, Hsu and Kuo (2010) that examine the influence of service convenience of post-purchase behavior of customer satisfaction and customer loyalty. This study uses a questionnaire distributed to fast-food restaurant customers by the number of respondents as the sample of 160 people. The sampling technique used was purposive sampling. Analysis tool used to test the hypothesis is Structural Equation Model (SEM). The results of hypothesis testing indicate there is significant influence between the service convenience of perceived service value and customer satisfaction, then the influence of perceived service value to customer satisfaction and customer loyalty, and the latter to the customer loyalty customer satisfaction.
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