PENGARUH KUALITAS LAYANAN, KEPERCAYAAN PELANGGAN, CITRA PERUSAHAAN DENGAN KEPUASAN TERHADAP LOYALITAS PADAGIANT HYPERMARKET DI SURABAYA

CHASBULLOH, M.ROMY (2013) PENGARUH KUALITAS LAYANAN, KEPERCAYAAN PELANGGAN, CITRA PERUSAHAAN DENGAN KEPUASAN TERHADAP LOYALITAS PADAGIANT HYPERMARKET DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

This research will be based in the foreground by the phenomenon of retail industry competition in order to gain customer loyalty. Giant Hypermarket need to maintain and improve a new strategy to keep its customers to remain loyal even increased the number of its customers, if they want to win and become the market leader in the retail industry. For it is necessary to maintain efforts and also continue to improve the development of strategy and innovation. A retail company that is able to offer through service excellence, they are able to influence the attitude of the customers to loyal to a company retail. In particular, this research aims to know the influence of service quality, customer satisfaction, customer trust, and corporate image of customer loyalty at Giant Hypermarket.Having performed library and hypotheses, drafting review data collected through methods kuisoner against 120 respondents pelanggan giant hypermarket and regions that will be examined is giant hypermarket in surabaya which visit in three times a month. Instrument analysis used is structural equation Modeling(SEM). Then a hypothesis that lifted at this research was as follows: 1 ) the services effect on customer satisfaction giant hypermarket in surabaya 2 ) trust customers effect on customer loyalty giant hypermarket in surabaya 3 ) customer satisfaction effect on customer loyalty giant hypermarket in surabaya 4 ) image company effect on customer loyalty giant hypermarket in surabaya. Keywords: Quality of Service, Satisfaction, Trust, Corporate Image, Loyalty

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 10 May 2017 09:18
Last Modified: 10 May 2017 09:18
URI: http://eprints.perbanas.ac.id/id/eprint/1238

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