Pengaruh Perceived Merchandise Quality dan Perceived Service Quality pada Kepuasan Konsumen di Toserba GRIYA

Felix, Erik (0252238) (2006) Pengaruh Perceived Merchandise Quality dan Perceived Service Quality pada Kepuasan Konsumen di Toserba GRIYA. Undergraduate thesis, Universitas Kristen Maranatha.

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Abstract

Effect of perceived merchandise and service quality, relative to competition, on retail store performance are investigated using store traffic and revenue growth as outcome variables. A model is proposed and tested using aggregate customer data and store performance outcomes from a group of stores owned by a national retail organization. Result Suggest that both service and merchandise quality exert significant influence on store performance, measured by sales growth and customer growth, and their impact is mediated by customer satisfaction. Implication of the result and future research directions are discussed.

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Aggregate Survey Data, Causal Models, Cunsumer Behavior, Customer Satisfaction, Merchandise and Service Quality, and Retail Store Performance.
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: 20 May 2016 09:44
Last Modified: 20 May 2016 09:44
URI: http://repository.maranatha.edu/id/eprint/20434

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