Pengaruh relationship intention terhadap kepuasan konsumen setelah perbaikan layanan

DETAIL KOLEKSI

Pengaruh relationship intention terhadap kepuasan konsumen setelah perbaikan layanan

Oleh : Adrian Nugroho

Info Katalog

Nomor Panggil : 2016-TA-MJ-022121097

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2016

Pembimbing 1 : Luki Adiati Pratomo

Subyek : Perceived service recovery;Fear of relationship loss;Repair services

Kata Kunci : involvement, expectations, marketing.

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2016_TA_MJ_022121097_Halaman-Judul.pdf	21
2.	2016_TA_MJ_022121097_Bab1.pdf
3.	2016_TA_MJ_022121097_Bab2.pdf
4.	2016_TA_MJ_022121097_Bab3.pdf
5.	2016_TA_MJ_022121097_Bab4.pdf
6.	2016_TA_MJ_022121097_Bab5.pdf	5
7.	2016_TA_MJ_022121097_Daftar-Pustaka.pdf
8.	2016_TA_MJ_022121097_Lampiran.pdf

Abstrak
Abstract

P enelitian ini bertujuan untuk menganalisis pengaruh involvement, expectations, fear of relationship loss, feedback, forgiveness didalam relationship intention terhadap kepuasan konsumen setelah perbaikan layanan. Penelitian dilakukan dengan kasus kegagalan layanan pada provider Telkomsel sebagai objek penelitian dan mengambil 293 sampel dari konsumen yang pernah mengalami kekecewaan dan pernah menerima perbaikan layanan dari pihak Telkomsel. Metode yang digunakan ialah metode non-probability sampling dengan teknik Purposive Sampling dan menggunakan alat analisis Stuctural Equation Model (SEM). Hasil dari penelitian ini adalah (1) Expectations secara langsung berpengaruh positif terhadap Perceived Service Recovery. (2) Fear Of Relationship Loss secara langsung berpengaruh positif terhadap Perceived Service Recovery. (3) Feedback secara langsung berpengaruh positif terhadap Perceived Service Recovery. (4) Forgiveness secara langsung berpengaruh positif terhadap Perceived Service Recovery. (5) Perceived Service Recovery secara langsung berpengaruh positif terhadap Satisfaction.

T his study aimed to analyze the influence of involvement, expectations, fear of relationship loss, feedback, forgiveness in relationships intention to customer satisfaction after the repair service. The study was conducted with the case of failure of the service provider Telkomsel as the research object and taking a sample of 293 consumers who had experienced disappointments and never accept repair services from Telkomsel. The method is using a non-probability sampling with purposive sampling techniques and analysis tools stuctural Equation Model (SEM). The results of this study were (1) Expectations direct positive effect on Perceived Service Recovery. (2) Fear Of Loss Relationship directly positive effect on Perceived Service Recovery. (3) Feedback direct positive effect on Perceived Service Recovery. (4) Forgiveness direct positive effect on Perceived Service Recovery. (5) Perceived Service Recovery direct positive effect on Satisfaction.