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PENGARUH KINERJA KARYAWAN TERHADAP KEPUASAN, KEPERCAYAAN, DAN KESETIAAN PELANGGAN

By S. Pantja Djati and Didit Darmawan

Abstract

The reason for customers that may be more loyal to a service's brand is the recognition of their need by the service producers or sellers. Therefore, a customers may show greater brand loyalty in order to cultivate a satisfying relationship with the seller. The research will identify perceived service quality, consumer satisfaction, and trust that affect consumer loyalty. Researcher used structural equation model with the AMOS 4.01 program to calculate the effect of each variable. A model will be developed to describe these relationships. Abstract in Bahasa Indonesia : Alasan yang memungkinkan mengapa pelanggan menjadi lebih loyal terhadap merek pada jasa adalah pengenalan kebutuhan pelanggan sehingga mereka memperoleh kepuasan optimal dari penjual. Oleh karena itu, pelanggan mempertunjukkan kesetiaan merek yang lebih besar dan memperkuat hubungan memuaskan dengan penjual. Penelitian ini akan mengidentifikasi persepsi kualitas layanan, kepuasan dan kepercayaan pelanggan yang berpengaruh terhadap kesetiaan pelanggan. Penulis menggunakan struktural equation model dengan bantuan program AMOS 4.01 untuk menghitung besarnya pengaruh masing-masing variabel. Model yang terbentuk menggambarkan masing-masing hubungan. Kata kunci: persepsi kualitas layanan, kepuasan pelanggan, kepercayaan, kesetiaa

Topics: perceived service quality, consumer satisfaction, trust, loyalty., Business, HF5001-6182, Commerce, HF1-6182, Social Sciences, H, DOAJ:Business and Management, DOAJ:Business and Economics
Publisher: Petra Christian University
Year: 2005
OAI identifier: oai:doaj.org/article:3972ecff66d947dda3985087b4fc4b01
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  • https://doaj.org/toc/1411-1438 (external link)
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  • https://doaj.org/article/3972e... (external link)
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