Simanjuntak, Daniel (0552013) (2011) Pengaruh Periklanan dan Kepuasan Konsumen terhadap Loyalitas pada Produk Esia. Undergraduate thesis, Universitas Kristen Maranatha.
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Abstract
Based on the observation, identifield that Pearson Correlation number between the service quality and the customer loyalty is 0.358, Then obtained that determination coefficient number is 5.0% which mean that 5.0% of customer loyalty are effected by service quality, and the 95.0% remaining means that the customer loyalty effected by other variables. Quality of Service in ESIA Distribution Store Bandung is noticed by 5 (five) dimension, such as : Tangibles, Empathy, Reliability, Responsiveness, Assurance. Meanwhile to define how big the customer loyalty, it can be distinguished by 3 (three) dimension, comprise of : Repeatition, Raferall, Retention. Observation method that been employed by writer are descriptive and verificative methods. These kinds of observation are correlational and causality type of observation. The unit of analysis on this observation is individual, comprise of : customer ESIA Distribution Store Bandung, who has using product & service which on the market ESIA Distribution Store Bandung. Based on the time collecting date (time horizon) this observation is typically cross-section.
| Item Type: | Thesis (Undergraduate) |
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| Uncontrolled Keywords: | Tangibles, Reliability, Responsiveness, Assurance, Emphaty, and Customer Loyalty |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Divisions: | Faculty of Economics > 52 Management Department |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 11 Aug 2015 05:44 |
| Last Modified: | 18 Jan 2016 06:06 |
| URI: | http://repository.maranatha.edu/id/eprint/14450 |
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