Konsekuensi dari response time, complaint resolution perfection, customer relationship& executives attitude, brand image dan responsiveness to complaint
Info Katalog
File Repositori
Nomor Panggil : 022001902027
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2023
Pembimbing 1 : Fatik Rahayu
Subyek : Marketing--Management
Kata Kunci : response time, complaint resolution perfection, customer relationship & executives attitude, brand i
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2023_TA_SMJ_022001902027_Halaman-Judul.pdf | 11 | |
| 2. | 2023_TA_SMJ_022001902027_Lembar-Pengesahan.pdf | 6 | |
| 3. | 2023_TA_SMJ_022001902027_Bab-1-Pendahuluan.pdf | 7 | |
| 4. | 2023_TA_SMJ_022001902027_Bab-2-Tinjauan-Pustaka.pdf | 19 |
|
| 5. | 2023_TA_SMJ_022001902027_Bab-3-Metode-Penelitian.pdf | 15 |
|
| 6. | 2023_TA_SMJ_022001902027_Bab-4-Analisa-dan-Pembahasan.pdf | 15 |
|
| 7. | 2023_TA_SMJ_022001902027_Bab-5-Simpulan.pdf | 4 | |
| 8. | 2023_TA_SMJ_022001902027_Daftar-Pustaka.pdf | 3 | |
| 9. | 2023_TA_SMJ_022001902027_Lampiran.pdf | 19 |
|
P enelitian ini bertujuan menguji dan menganalisis peran Response Time, Complaint Resolution Perfection, Customer Relationship & Executives Attitude, Brand Image dan Responsiveness to Complaint dalam memediasi pengaruh Customer Satisfaction terhadap Customer Loyalty pada pengguna maskapai. Sampel yang digunakan dalam penelitian ini berjumlah 210 responden. Teknik pengambilan sampel yang digunakan adalah purposive sampling. Data dianalisis menggunakan metode Structural Equation Model (SEM). Hasil dari penelitian ini adalah: (1) Response Time berpengaruh positif terhadap Customer Satisfaction, (2) Complaint Resolution Perfection berpengaruh positif terhadap Customer Satisfaction, (3) Customer Relationship & Executives Attitude berpengaruh positif terhadap Customer Satisfaction, (4) Brand Image berpengaruh positif terhadap Customer Satisfaction, (5) Responsiveness to Complaint berpengaruh positif terhadap Customer Satisfaction, (6) Customer Satisfaction berpengaruh positif terhadap Customer Loyalty.
T he purpose of this study was to examine and analyze the role of Response Time, Complaint Resolution Perfection, Customer Relationship & Executives Attitude, Brand Image and Responsiveness to Complaint in mediating the effect of Customer Satisfaction on Customer Loyalty on airline users. The sample used in this study is 210 respondents. The sampling technique used is purposive sampling. The data are analyzed using the SEM method. The findings of this study are: (1) Response Time has a positive effect on Customer Satisfaction, (2) Complaint Resolution Perfection has a positive effect on Customer satisfaction, (3) Customer Relationship & Executives Attitude has a positive effect on Customer Satisfaction, (4) Brand Image has a positive effect on Customer Satisfaction, (5) Responsiveness to Complaint has a positive effect on Customer Satisfaction, and (6) Customer Satisfaction has a positive effect on Customer Loyalty.
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