Anteseden dan konsekuensi dari kepuasan pelanggan
Info Katalog
File Repositori
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2012
Pembimbing 1 : Asep Hermawan
Subyek : Customer Satisfaction
Kata Kunci : service personal value, value to peaceful life, value to social recognation, value to social integra
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
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| 1. | 2012_TA_MJ_022060256_7.pdf |
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| 2. | 2012_TA_MJ_022060256_6.pdf |
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| 3. | 2012_TA_MJ_022060256_5.pdf |
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| 4. | 2012_TA_MJ_022060256_4.pdf |
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| 5. | 2012_TA_MJ_022060256_3.pdf |
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| 6. | 2012_TA_MJ_022060256_2.pdf |
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| 7. | 2012_TA_MJ_022060256_1.pdf |
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T ujuan dari penelitian ini untuk menganalisis pengaruh value to peaceful life, value to social recognation dan value to social integration terhadap customer satisfaction, dan pengaruh customer satisfaction terhadap customer loyalty. Sampel dalam penelitian ini terdiri dari 250 nasabah Bank BRI menggunakan teknik pengumpulan data purposive sampling di Jakarta Timur. Data dikumpulkan melalui kuesioner diperoleh dari para nasabah Bank BRI yang berlokasi di Jakarta Timur. Penelitian ini menggunakan teknik Model Persamaan Struktural. Hasil penelitian menunjukkan terdapat pengaruh positif dan signifikan value to peaceful life, value to social recognation, value to social integration terhadap customer satisfaction dan pengaruh positif dan signifikan customer satisfaction terhadap customer loyalty.
T he purpose of this study to analyze the influence of value to peaceful life, value social to recognition ang value to social integration of customer satisfaction, customer satisfaction ang impact on customer loyalty. The sample in this study consisted of 250 customers of Bank BRI using purposive sampling techniques of data collectionin East Jakatia. Data were collected through a questionnaire obtained from customers of bank BRI, located in East Jakarta. This study uses the technique of SEM (Structural Equation Model) The results showed there were positive ang significant value to peaceful life, value to social recognition, value to social integration of customer satisfaction and positive and significant influence on customer loyalty customer satisfaction.
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