UI - Tesis Membership :: Kembali

UI - Tesis Membership :: Kembali

Analisis pengaruh penggerak ekuitas pelanggan (customer equity drivers) terhadap loyalitas pelanggan bisnis di sektor penyedia jasa layanan I.T = Analysis of customer equity drivers effects on customer loyalty in B2B I.T services context / Athanasius Gregorius Mangentang

Athanasius Gregorius Mangentang; Ahdia Amini, supervisor; Bambang Wiharto, examiner; Nuri Wulandari, examiner ([Publisher not identified] , 2015)

 Abstrak

[ABSTRAK
Customer Equity (Ekuitas Pelanggan) merupakan suatu framework yang dapat
digunakan untuk menentukan aspek apa yang paling signifikan bagi customer dari
suatu perusahaan serta juga untuk mengidentifikasi kekuatan/kelemahan yang
dimiliki oleh suatu perusahaan. Lemon et al. (2001) menjabarkan 3 (tiga) penggerak
utama dari Customer Equity yaitu brand equity, value equity, dan relationship
equity. Penelitian ini bertujuan menganalisa pengaruh dari ketiga penggerak utama
ini terhadap loyalitas pelanggan, dengan ditambahkan variabel Trust sebagai
mediator, di dalam konteks sektor Business-to-Business (B2B) dari jasa layanan
I.T. di Indonesia. Hasilnya menunjukkan bahwa hanya Value Equity dan
Relationship Equity yang terbukti berpengaruh positif terhadap loyalitas pelanggan
akan tetapi seluruh ketiga penggerak tersebut terbukti mempengaruhi Trust secara
signifikan.

ABSTRACT
Customer Equity is a framework that can be used to analyze and determine which
aspect is most significantly influencing customers and also to identify company?s
stregths/weaknesses. Lemon et al. (2001) described 3 (three) key drivers of
Customer Equity, which are: Brand Equity, Value Equity, and Relationship Equity.
This research intends to analyze the effects of the 3 (three) drivers on customers?
loyalty, by adding trust as a mediating variable, in Business-to-Business (B2B) I.T.
Services context. The result shows that only Value Equity and Relationship Equity
that are statistically proven to be positively related with Customer Loyalty, but on
the other hand, the whole drivers are proven to be positively related with Trust, Customer Equity is a framework that can be used to analyze and determine which
aspect is most significantly influencing customers and also to identify company’s
stregths/weaknesses. Lemon et al. (2001) described 3 (three) key drivers of
Customer Equity, which are: Brand Equity, Value Equity, and Relationship Equity.
This research intends to analyze the effects of the 3 (three) drivers on customers’
loyalty, by adding trust as a mediating variable, in Business-to-Business (B2B) I.T.
Services context. The result shows that only Value Equity and Relationship Equity
that are statistically proven to be positively related with Customer Loyalty, but on
the other hand, the whole drivers are proven to be positively related with Trust]

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 Metadata

Jenis Koleksi : UI - Tesis Membership
No. Panggil : T-Pdf
Entri utama-Nama orang :
Entri tambahan-Nama orang :
Entri tambahan-Nama badan :
Program Studi :
Subjek :
Penerbitan : [Place of publication not identified]: [Publisher not identified], 2015
Bahasa : ind
Sumber Pengatalogan : LibUI ind rda
Tipe Konten : text
Tipe Media : computer
Tipe Carrier : online resource
Deskripsi Fisik : xiv, 129 pages : illustration ; 28 cm + appendix
Naskah Ringkas :
Lembaga Pemilik : Universitas Indonesia
Lokasi : Perpustakaan UI, Lantai 3
  • Ketersediaan
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No. Panggil No. Barkod Ketersediaan
T-Pdf 15-17-947025161 TERSEDIA
Ulasan:
Tidak ada ulasan pada koleksi ini: 20415810
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