PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN,KOMUNIKASI LISAN, PEMBELIAN ULANG DAN SENSITIVITAS HARGA PADA PELANGGAN ZANGRANDI DI SURABAYA

WIJAYANTI, RUTH LILLA (2012) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN,KOMUNIKASI LISAN, PEMBELIAN ULANG DAN SENSITIVITAS HARGA PADA PELANGGAN ZANGRANDI DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

The Influence of Service Quality On Satisfaction, Word-Of-Mouth, Purchase Intention and Price Sensitivity to Zangrandi’s Costumer In Surabaya. This study examines how variable of service quality exhibit different impacts on satisfaction, word-of-mouth, purchase intention and price sensitivity in the Zangrandi. A survey research with judgmental sampling was conducted with 110 Zangrandi’s costumer in Surabaya. The results reveal that the service quality variable have significant influences on satisfaction, word-of-mouth, purchase intention and price sensitivity. The design tasted using convinience sampling. Data was collected using questionnaire. The analysis method used in this research is to test the data sample Maximum Likehood using the program AMOS version 18.0. Results of data analysis performed by SEM are as follows (1) Significant effect on the quality of service satisfaction. Means hypothesis one (H1) states that the quality of service have a significant effect on satisfaction was positively received and supported. (2)Significant effect on service satisfaction of word-ofmouth. Means hypothesis two (H2) states that the satisfaction have a significant effect on word-of-mouth was positively received and supported. (3) Significant effect on service satisfaction of purchase intention. Means hypothesis thre (H3) states that the satisfaction have a significant effect on purchase intention was positively received and supported. (4) Significant effect on service satisfaction of price sensitivity. Means hypothesis four (H4) states that the satisfaction have a significant effect on price sensitivity was positively received and supported. Keywords : Service Quality, Satisfaction, Word-of-Mouth, Purchase Intention and Price Sensitivity.

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 381 - MARKETS
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 02 Aug 2017 02:14
Last Modified: 19 Jul 2018 03:25
URI: http://eprints.perbanas.ac.id/id/eprint/2561

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