Pengaruh kualitas layanan terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan / Dwi Aryani, Febrina Rosinta
Dwi Aryani;
Febrina Rosinta
(Human Resource Development Institute, 2010)
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Abstract. The aim of the research is to analyze how the service quality can affect customer’s satisfactionin shaping costumer’s loyalty. The research is quantitative and uses non-probability purposive samplingtechnique. The instrument of the research uses questionnaires which were analyzed with Structural EquationModeling. The result of the research shows that the five dimensions, i.e. physical evidence, empathy, reliability,quickness, and guaranty positively affect the service quality. The other results show that customer’s satisfactionis a preceding factor of customer’s loyalty. The direct effect of service quality on customer’s loyalty does notsustain the research, since the researcher did not find any significant direct relation between service qualityand customer’s loyalty. |
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Penerbitan : | [Place of publication not identified]: Human Resource Development Institute, 2010 |
Sumber Pengatalogan : | LibUI ind rda |
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Majalah/Jurnal : | Jurnal Bisnis dan Birokrasi |
Volume : | Vol 17, No 2 Mei 2010 114-126 |
Tipe Konten : | text (rdacontentt) |
Tipe Media : | computer |
Tipe Carrier : | online resource |
Akses Elektronik : | http://journal.ui.ac.id/index.php/jbb/article/view/632 |
Institusi Pemilik : | Universitas Indonesia |
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03-17-650842666 | TERSEDIA |
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