Anteseden dan konsekuensi customers satisfaction di rumah sakit tipe B di daerah Jakarta barat
Info Katalog
File Repositori
Nomor Panggil : 2019_TA_MJ_022142004
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2019
Pembimbing 1 : Robert Kristaung
Subyek : Customer satisfaction variable;Marketing management - Quality of infrastructure
Kata Kunci : quality of object, quality of process, quality of interaction, quality of atmosphere, customers’ s
Status Posting : Published
Status : Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2019_TA_MJ_022142004_Halaman-Judul.pdf | 16 | |
| 2. | 2019_TA_MJ_022142004_Bab-1.pdf | 9 | |
| 3. | 2019_TA_MJ_022142004_Bab-2.pdf |
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| 4. | 2019_TA_MJ_022142004_Bab-3.pdf |
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| 5. | 2019_TA_MJ_022142004_Bab-4.pdf |
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| 6. | 2019_TA_MJ_022142004_Bab-5.pdf |
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| 7. | 2019_TA_MJ_022142004_Daftar-Pustaka.pdf | ||
| 8. | 2019_TA_MJ_022142004_Lampiran.pdf |
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P Penelitian ini bertujuan untuk menguji dan menganalisis atenseden dan konsekuensi customers satisfaction. Sampel yang digunakan dalam penelitian ini berjumlah 200 responden dan dikumpulkan dengan metode purposive sampling. Pengujian dilakukan dengan metode SEM (Structural Equation Model).. Hasil dari penelitian ini adalah (1) quality of object berpengaruh positif terhadap customers’ satisfaction, (2) quality of process berpengaruh positif terhadap customers’ satisfaction, (3) quality of interaction berpengaruh positif terhadap customers’ satisfaction (4) quality of atmosphere tidak berpengaruh positif terhadap customers’ satisfaction (5) quality of infrastructure berpengaruh positif terhadap customers’ satisfaction, (6) customers’ satisfaction berpengaruh positif terhadap customers’ loyalty
T The objective of this study is to examine and analyze atensedent and consequences customers satisfaction.. The samples being used in this study is 200 respondents. The data collection method being used by this study is purposive sampling. The testing is conducted by SEM (Structural Equation Model).method. The findings of this study are: (1) quality of object has positive effect toward customers’ satisfaction, (2) quality of process has positive effect toward customers’ satisfaction, (3) quality of interaction has positive effect towardcustomers’ satisfaction (4) quality of atmosphere has no positive effect toward customers’ satisfaction (5) quality of infrastructure has positive effect toward customers’ satisfaction, (6) customers’ satisfaction has positive effect toward customers’ loyalty
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