Detail Cantuman Kembali
SYARIFUL MAHSYAR - Personal Name

FAKTOR-FAKTOR YANG BERPENGARUH TERHADAP KEPUASAN PELANGGAN DAN KESETIAAN PELANGGAN DIMODERASI PEREAN MERK PADA PT. BIRO KLASIFIKASI INDONESIA (PERSERO)

This research aims to test and analyze the influence of service quality and public relations perception on customer satisfaction and loyalty. Apart from that, the influence of customer satisfaction on customer trust and loyalty, the influence of brand image on customer loyalty, and moderation of brand image on public relations perception and customer loyalty. This study uses primary data by distributing questionnaires to 148 respondents, who are company customers spread across several regions in Indonesia. It has previously gone through a distribution process with a pilot project to ensure the questionnaire's service. The data tabulation results have also undergone a series of validity and reliability tests. The data analyzer uses confirmatory factor analysis (CFA) and Partial Least Square Structural Equation Modeling (PLS-SEM) with a significance level of α = 5%. Base on the result, this study found that service quality positively and significantly affects customer satisfaction. Public relations perception is positive and significant towards customer loyalty. Service quality has a negative and insignificant effect on customer loyalty, and public relations perception has a positive and insignificant effect on customer loyalty. Customer satisfaction each has a positive and significant effect on customer trust and customer loyalty. Customer trust and brand image partially positively and significantly affect customer loyalty. The brand image must moderate the relationship between public relations perception and customer loyalty. Customer satisfaction, customer satisfaction, and trust do not mediate between service quality and customer loyalty. Customer trust mediates customer satisfaction and customer loyalty. Customer satisfaction, customer satisfaction, and trust mediate the relationship between public relations perception and customer loyalty.

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Judul FAKTOR-FAKTOR YANG BERPENGARUH TERHADAP KEPUASAN PELANGGAN DAN KESETIAAN PELANGGAN DIMODERASI PEREAN MERK PADA PT. BIRO KLASIFIKASI INDONESIA (PERSERO)
Pengarang SYARIFUL MAHSYAR - Personal Name
No. Panggil DISERTASI SYA f 2024
Subyek service quality
brand image
customer loyalty
Customer Satisfaction
public relation perception
customer trust
Bahasa Indonesia
Tempat Terbit Universitas Mulawarman
Tahun Terbit 2024
Penerbit Fakultas Ekonomi dan Bisnis
Jurusan DOKTOR ILMU MANAJEMEN
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