Anteseden dan konsekuensi dari customer satisfaction/delight experience pada industri telekomunikasi
Info Katalog
File Repositori
Nomor Panggil : 2019_TA_MJ_022150030
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2019
Pembimbing 1 : Luki Adiati Pratomo
Subyek : Perceived employee service delivery skills;Marketing management;Customer satisfaction variable
Kata Kunci : perceived employee service delivery skill, perceived value, customer satisfaction/delight experience
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2019_TA_MJ_022150030_Halaman-Judul.pdf | ||
| 2. | 2019_TA_MJ_022150030_Bab-1.pdf | ||
| 3. | 2019_TA_MJ_022150030_Bab-2.pdf |
|
|
| 4. | 2019_TA_MJ_022150030_Bab-3.pdf |
|
|
| 5. | 2019_TA_MJ_022150030_Bab-4.pdf |
|
|
| 6. | 2019_TA_MJ_022150030_Bab-5.pdf |
|
|
| 7. | 2019_TA_MJ_022150030_Daftar-Pustaka.pdf | 5 | |
| 8. | 2019_TA_MJ_022150030_Lampiran.pdf |
|
P enelitian ini bertujuan untuk menguji dan menganalisis Anteseden danKonsekuensi dari Customer Satisfaction/delight experience pada IndustriTelekomunikasi. Sampel yang digunakan dalam penelitian ini berjumlah 250responden dan dikumpulkan dengan metode purposive sampling. Pengujiandilakukan dengan metode Structural Equation Model (SEM). Hasil dari penelitian iniadalah (1) Perceived Value berpengaruh positif terhadap CustomerSatisfaction/delight experience, (2) Customer Satisfaction/delight experienceberpengaruh positif terhadap Behavioural Intention, dan (3) Perceived EmployeService Delivery Skill tidak berpengaruh positif terhadap CustomerSatisfaction/delight experience.
T he objective of this study is to examine and analyze Antecedents andConsequences of Customer Satisfaction/delight experience at TelecommunicationsIndustry. The samples being used in this study is 250 respondents. The datacollection method being used by this study is purposive sampling. The testing isconducted by using Structuctural Equation Model (SEM) analysis method. Thefindings of this study are: (1) Perceived Value has a positive effect toward CustomerSatisfaction/delight experience, (2) Customer Satisfaction/delight experience has apositive effect toward Behavioural Intention, and (3) Perceived Employee ServiceDelivery Skill has a no positive effect toward Customer Satisfaction/delightexperience.
Pengaruh service quality, perceived value, storeatmosphere terhadap customer satisfaction danpurchase intention
FEB - Usakti
Pengaruh utilitarian value dan hedonic value terhadap behavioral intention melalui customer satisfaction
FEB - Usakti
Pengaruh customer perceived value dan customer satisfaction terhadap behavioral intention
FEB - Usakti
Pengaruh nama merek terhadap niat pembelian melalui kualitas yang dirasakan dan nilai yang dirasakan
FEB - Usakti
Pengaruh online recommendation terhadap consumption intention melalui perceive value pada jejaring sosial facebook
FEB - Usakti
Pengaruh social identity social influenceb dan perceived value terhadap purchase intention
FEB - Usakti
Pengaruh image, perceived value, perceived usefulness, perceived ease of use, perceived quality terhadap satisfaction
FEB - Usakti
Pengaruh image,perceived value, perceived usefulness,dan perceived ease of use terhadap satisfaction
FEB - Usakti
Pengaruh kualitas pelayanan dan perceived value terhadap loyalitas pelanggan melalui kepuasan pelanggan
FEB - Usakti
Peran brad authenticity terhadap peningkatan perceived value, brand trust, dan revisit intenton
FEB - Usakti
Pengaruh consumer-based brand equity terhadap brand loyalty melalui customer satisfaction
FEB - Usakti
Pengaruh costumer trust, costumer perceived value dan costumer satisfaction terhadap brand loyalty
FEB - Usakti
Pengaruh brand image terhadap passanger loyalty dan perceivked value sebagai variable mediasi
FEB - Usakti
Konsekuensi dari performance expectancy, effort expectancy, facilitating condition, perceived value dan trialability
FEB - Usakti
Pengaruh service quality, perceived value terhadap customer loyalty yang dimediasioleh customer satisfaction
FEB - Usakti
The effect of convenience, trustworthiness and pricetowards customer perceived value in online food delivery services
FEB - Usakti
Pengaruh brand trust, product quality, brand image, customer satisfaction terhadap consumer loyalty
FEB - Usakti
Info Koleksi Skripsi
Universitas
Fakultas
- FH (1597)
- FEB (7357)
- FK (2156)
- FKG (3532)
- FTSP (1168)
- FTI (3223)
- FTKE (2524)
- FALTL (2097)
- FSRD (758)