Pengaruh brand personality congruence dan customer employee congruence terhadap customer satisfaction melalui media personal interaction relationship satisfaction dan loyalty to employee = Influence of brand personality congruence and customer employee congruence against customer satisfaction through personal media interaction relationship satisfaction and loyalty to employee
Suci Defina Sari;
Adi Zakaria Afiff, supervisor; Nurdin Sobari, examiner; M. Gunawan Alif, examiner
(Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2014)
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[ABSTRAK Tesis ini membahas pengaruh brand personality congruence dan customeremployee congruence terhadap customer satisfaction melalui media personal interaction, relationship satisfaction dan loyalty to employee. Penelitian ini adalah penelitian kuantitatif dengan menggunakan analisa SEM. Responden nasabah adalah salah satu perbankan syariah di Indonesia.Adapun hasil dari penelitian yang dilakukan bahwa brand personalitycongruence dan customer-employee congruence mempunyai pengaruh terhadap customer satisfaction. Media yang paling mempengaruhi customer satisfaction adalah relationship satisfaction dan loyalty to employee. Sehingga bagi perusahaan jasa, karyawan menjadi faktor penting karena representatif dari perusahaan dan menjadi kunci terjadinya kepuasan konsumen. Perusahaan harus memberikansarana untuk menunjang kompetensi karyawan saat berhadapan dengan konsumen.; ABSTRACT This thesis explores the influence of brand personality congruence andcustomer-employee congruence on customer satisfaction through personalized media interaction , relationship satisfaction and loyalty to the employee . This research is a quantitative study using SEM analysis . Respondents are customers of one of Islamic banking in Indonesia.The results of the research showed that brand personality congruence and customer-employee congruence have an influence on customer satisfaction. Media most affect customer satisfaction and loyalty is the relationship to employee satisfaction. So for a service company, the employee becomes an important factor because they representative of the company and a key to the customer?s satisfaction. Service Company should provide this gracious employee competence when dealing with consumers;This thesis explores the influence of brand personality congruence andcustomer-employee congruence on customer satisfaction through personalizedmedia interaction , relationship satisfaction and loyalty to the employee . Thisresearch is a quantitative study using SEM analysis . Respondents are customers ofone of Islamic banking in Indonesia.The results of the research showed that brand personality congruence andcustomer-employee congruence have an influence on customer satisfaction. Mediamost affect customer satisfaction and loyalty is the relationship to employeesatisfaction. So for a service company, the employee becomes an important factorbecause they representative of the company and a key to the customer?s satisfaction.Service Company should provide this gracious employee competence when dealingwith consumers;This thesis explores the influence of brand personality congruence andcustomer-employee congruence on customer satisfaction through personalizedmedia interaction , relationship satisfaction and loyalty to the employee . Thisresearch is a quantitative study using SEM analysis . Respondents are customers ofone of Islamic banking in Indonesia.The results of the research showed that brand personality congruence andcustomer-employee congruence have an influence on customer satisfaction. Mediamost affect customer satisfaction and loyalty is the relationship to employeesatisfaction. So for a service company, the employee becomes an important factorbecause they representative of the company and a key to the customer?s satisfaction.Service Company should provide this gracious employee competence when dealingwith consumers;This thesis explores the influence of brand personality congruence andcustomer-employee congruence on customer satisfaction through personalizedmedia interaction , relationship satisfaction and loyalty to the employee . Thisresearch is a quantitative study using SEM analysis . Respondents are customers ofone of Islamic banking in Indonesia.The results of the research showed that brand personality congruence andcustomer-employee congruence have an influence on customer satisfaction. Mediamost affect customer satisfaction and loyalty is the relationship to employeesatisfaction. So for a service company, the employee becomes an important factorbecause they representative of the company and a key to the customer’s satisfaction.Service Company should provide this gracious employee competence when dealingwith consumers, This thesis explores the influence of brand personality congruence andcustomer-employee congruence on customer satisfaction through personalizedmedia interaction , relationship satisfaction and loyalty to the employee . Thisresearch is a quantitative study using SEM analysis . Respondents are customers ofone of Islamic banking in Indonesia.The results of the research showed that brand personality congruence andcustomer-employee congruence have an influence on customer satisfaction. Mediamost affect customer satisfaction and loyalty is the relationship to employeesatisfaction. So for a service company, the employee becomes an important factorbecause they representative of the company and a key to the customer’s satisfaction.Service Company should provide this gracious employee competence when dealingwith consumers] |
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No. Panggil : | T42835 |
Entri utama-Nama orang : | |
Entri tambahan-Nama orang : | |
Entri tambahan-Nama badan : | |
Subjek : | |
Penerbitan : | Depok: Fakultas Ekonomi dan Bisnis Universitas Indonesia, 2014 |
Program Studi : |
Bahasa : | ind |
Sumber Pengatalogan : | LibUI ind rda |
Tipe Konten : | text |
Tipe Media : | unmediated ; computer |
Tipe Carrier : | volume ; online resource |
Deskripsi Fisik : | xii, 83 pages : illustration ; 30 cm. + appendix |
Naskah Ringkas : | |
Lembaga Pemilik : | Universitas Indonesia |
Lokasi : | Perpustakaan UI, lantai 3 |
No. Panggil | No. Barkod | Ketersediaan |
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T42835 | 15-18-526536569 | TERSEDIA |
Ulasan: |
Tidak ada ulasan pada koleksi ini: 20404359 |