SAPUTRA, CEYZAR WIDHYA (2013) PENGARUH KEPUASAN KONSUMEN, NILAI YANG DIRASA TERHADAP WORD OF MOUTH YANG DIMEDIASI LOYALITAS KONSUMEN PADA PENGGUNA DAN PEMILIK MOBIL TOYOTA DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
This study was conducted to determine the effect of consumer loyalty are significantly mediate the effect of customer satisfaction and perceived value to the word of mouth on the user and the owner of a Toyota in Surabaya. Sampling technique in this study was non-probability sampling method with Convenience Sampling. Data were collected from 120 respondents. Respondents who have users and users, in Surabaya. The analysis method used in this research is the analysis path test using the SPSS program for windows 16. Consumer loyalty is in the mediating effect of customer satisfaction and perceived value to the user and the owner of WOM on a Toyota in Surabaya. Thus the users and owners of Toyota cars that already use or long had met expectations and have a good perception of it will form a loyal so will convey good things about consumer perceptions and reasons why consumers are satisfied. Keyword : customer satisfaction, perceived value, perceived value, customer loyalty
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 18 May 2017 10:29 |
| Last Modified: | 18 May 2017 10:29 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1362 |
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