PRADIPTA, ZALDY (2014) PENGARUH HARAPAN PEMILIK DAN PENGGUNA, KUALITAS YANG DIRASA TERHADAP LOYALITAS PEMILIK DAN PENGGUNA TOYOTA AVANSA DISURABAYA YANG DIMEDIASI OLEH KEPUASAN. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
This research aims to find out the influence of customer expectations and perceived quality on customer loyalty Toyota Avanza in Surabaya mediated by satisfaction. The type of data is the primary data spreading to the consumers using questionnaire with Likert scale of 1 to 5. Respondent is 100 consumers of Toyota Avanza in Surabaya. This research use purposive sampling method to provide the respondent. The data is analized using Path Analysis Technique. The first and second result of this research shows that there are significance influence of customer expectations and perceived quality to satisfaction, the third result of this research shows that there are significance satisfaction to loyalty. That’s why at the end of this research as a suggestion, Toyota Avanza should improve the product quality without exception. Keywords : Customer Expectation, Perceived Quality, Customer Loyalty, Satisfaction
| 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 Jul 2017 06:44 |
| Last Modified: | 18 Jul 2017 06:44 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/2088 |
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