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PENGARUH KEPERCAYAAN DAN KEPUASAN PELANGGAN TERHADAP WORD OF MOUTH, NIAT BELI ULANG DAN RETENSI PELANGGAN PADA KONSUMEN LUWAK WHITE KOFFIE DI SURABAYA

TARIGAN, HENNY TIONA (2016) PENGARUH KEPERCAYAAN DAN KEPUASAN PELANGGAN TERHADAP WORD OF MOUTH, NIAT BELI ULANG DAN RETENSI PELANGGAN PADA KONSUMEN LUWAK WHITE KOFFIE DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

Currently issues taht faced coffe brands such as Kopiko, Kapal Api, Top, ABC are emerging new competitors with Kopi Luwak product from PT. Java Prima Abadi. To be still get consumer’s trust especially in Surabaya Luwak Koffie must be keep taste quality, trust and customer satisfaction are psychological are that get attention to take what it is based on good behavior expectation from another then could be make consumer has repurchase intetntion on Luwak White Koffie. Theoretical foundation from each definition like as trust definition and customer retention definition as well as correlation explanantion among variables. Then research method that used is descriptive research where in this study describes on Trust Influence (X1) and custmer satisfaction (X2) on WOM (Y1), repurchase intention (Y2) and customer retention (Y3) in consumers of Luwak White Koffie of Surabaya, sample taken 100 respondents. The analysis technique employed here are validity and reliability tests, classic assumption test, and multiple linear regression analysis. Keyword:Trust, Customer Satisfaction, Word of Mouth, Repurchase Intention, Customer Retention.

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: Perpustakaan Universitas Hayam Wuruk Perbanas Surabaya
Date Deposited: 06 Jul 2017 04:53
Last Modified: 23 Nov 2017 03:55
URI: http://eprints.perbanas.ac.id/id/eprint/1648

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