Kendria, Dimas Satrio (2017) Pengaruh Kepuasan dan Retensi Pelanggan Terhadap Loyalitas dan Pembelian Kembali dengan Dimoderasi oleh Word Of Mouth Pada Pizza Hut di Surabaya. Masters thesis, STIE Perbanas Surabaya.
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Abstract
This study examined the customer satisfaction and customer retention to loyalty and intention to repurchase moderated by word of mouth at Pizza Hut in Surabaya. The study involving 180 respondents who are customers of Pizza Hut in Surabaya. This study conducted using a PLS and results found are that relation between customer satisfaction to loyalty, customer satisfaction to loyalty when moderated by word of mouth, customer retention to loyalty when moderated by word of mouth, and loyalty with intention to repurchase had a significant relationship, but the relationship between customer retention to loyalty does not directly relate significantly. Keywords : Customer Satisfaction, Customer Retention, Customer Loyalty, Intention to Repurchase, Word of Mouth
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.3 - PERSONNEL MANAGEMENT |
| Divisions: | Magister of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 08 Feb 2021 09:46 |
| Last Modified: | 08 Feb 2021 09:56 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/6160 |
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