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PENGARUH KUALITAS LAYANAN,KEPUASAN PELANGGAN,DAN PERSEPSI NILAI PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA PENGGUNA JASA ASURANSI MANULIFE DI SURABAYA

RIZKYANTO, DIMAS AWANG (2014) PENGARUH KUALITAS LAYANAN,KEPUASAN PELANGGAN,DAN PERSEPSI NILAI PELANGGAN TERHADAP LOYALITAS PELANGGAN PADA PENGGUNA JASA ASURANSI MANULIFE DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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ARTIKEL ILMIAH.pdf

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COVER.pdf

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BAB I.pdf

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BAB II.pdf

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BAB V.pdf

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Abstract

The purpose of this study was to assess the effect of service quality, customer satisfaction, and perceived value on customer loyalty of users insurance manulife in Surabaya. The data used is primary data using 100 respondents. The primary data from the respondent were taken using questionnaires that has been tested in term of validity and realibility. Data collection techniques used judgement sampling and retrieval techniques in the study sample also uses non probbilitas (non-probability sampling method / non-randomly sampling). The data then were analyzed using SPSS 16 for windows. The results of this study indicate that service quality, customer satisfaction, and perceived value have significant simultaneously have impact on customer loyalty of users insurance manulife in Surabaya. With variable test results pertial service quality, customer satisfaction, and perceived value significantly influence the customer loyalty of users insurance manulife in Surabaya. Keywords: Service Quality, Customer Satisfaction, Percived value, and Customer Loyalty

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: 14 Jul 2017 09:06
Last Modified: 14 Jul 2017 09:06
URI: http://eprints.perbanas.ac.id/id/eprint/1995

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