Pengaruh perceived employee service delivery skills dan perceived value terhadap customer satisfaction delight experiences, trust dan behavioural intention
Info Katalog
File Repositori
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 |
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| 4. | 2019_TA_MJ_022141129_Bab-3.pdf |
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| 5. | 2019_TA_MJ_022141129_Bab-4.pdf |
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| 6. | 2019_TA_MJ_022141129_Bab-5.pdf |
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| 7. | 2019_TA_MJ_022141129_Daftar-Pustaka.pdf | ||
| 8. | 2019_TA_MJ_022141129_Lampiran.pdf |
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P enelitian 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 his 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.
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