Kristiawan, Allen and Tjahyadi, Rully Arlan (2017) Kualitas Interaksi dan Keprimaan Kinerja dalam Pemasaran Relasional: Peran Kepercayaan Sebagai Key Mediating Variable. In: Seminar Nasional & Konferensi Forum Manajemen Indonesia (FMI) Ke-9, 8-10 November 2017, Semarang & Karimunjawa.
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12. Kualitas Interaksi dan Keprimaan Kinerja dalam Pemasaran Relasional_Peran Kepercayaan sebagai Key Mediating Variable.PDF - Published Version Download (79Kb) | Preview |
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12. Kualitas Interaksi dan Keprimaan...(final).pdf - Published Version Download (1752Kb) | Preview |
Abstract
This research examines the effects of interaction quality and performance excellence on trust and examines the effects of trust on customer loyalty. Individual-level analyses from a sample of 117 students of Management study at Economic Faculty of Maranatha Christian University indicate that performance excellence are positively and significantly associated with trust and trust are positively and significantly associated with customer loyalty. Research findings indicate that trust plays a key mediating variable to build customer loyalty.
| Item Type: | Conference or Workshop Item (Paper) |
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| Uncontrolled Keywords: | Service Attribute, Marketing Relationship, Trust, Customer Loyalty |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
| Depositing User: | Perpustakaan Maranatha |
| Date Deposited: | 15 Feb 2018 06:39 |
| Last Modified: | 16 Oct 2018 08:48 |
| URI: | http://repository.maranatha.edu/id/eprint/23918 |
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