Ardiansyah, Feddy (2020) Effect of Support Services and Relationship Quality On Customer Loyalty and Repurchase Intention On Johnson & Johnson Customers in Surabaya. In: The 2nd International Conference on Business and Banking Innovations (ICOBBI) 2020, 14 - 15 Agustus 2020, STIE Perbanas Surabaya.
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2. Effect of Support Services And Relationship Quality on Customer Loyalty and Repurchase Intention on Johnson & Johnson Customers in Surabaya.pdf Download (1MB) | Preview |
Abstract
This study aims to analyze the effect of Support Services and Relationship Quality on Customer Loyalty and Repurchase Intention, and to analyze the effect of Customer Loyalty on Repurchase Intention on Johnson & Johnson Surabaya customers.This research is an explanatory research with a causal approach and using survey methods. Research sample of 70 customers of oncology products in Surabaya. The technique used in this study to analyze data is Structural Equation Modeling (SEM) with Smart PLS (Partial Least Square) software. The results of the analysis in this study indicate that Support Servicesand Relationship Qualitydirectly have a significant effect towards Customer Loyalty. The results of the analysis also proved that Support Services, Relationship Quality and Customer Loyalty have a significant effect on Repurchase Intention
| Item Type: | Conference or Workshop Item (Paper) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING |
| Divisions: | ICOBBI (International Conference of Business and Banking Innovations) |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 06 Jul 2017 01:15 |
| Last Modified: | 20 Oct 2020 04:46 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1584 |
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