Awalia, Rika Veronika Rahmatul (2019) Pengaruh Kualitas Layanan, Komunikasi, Kepercayaan dan Kepuasan Emosional Terhadap Loyalitas Jamaah Pada Biro Perjalanan Umroh dan Haji Plus PT. Arminareka Perdana. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
The purpose of this study was to examine the effect of service quality, communication, trust and emotional satisfaction on the loyalty of pilgrims to the Umrah and Hajj travel agency plus PT. Arminareka Perdana. The sample used in this study is part of PT. Arminareka Perdana who had performed the pilgrimage for a maximum of 3 years, with his departure through the Surabaya branch office, which has a minimum age of 19 years. The analysis technique in this study uses Partial Least Square (PLS) using the PLS 6.0 program. The results of this study explain that the quality of service has a significantly positive effect on emotional satisfaction and the results of this study also explain that communication and trust have a significant positive effect on the loyalty of pilgrims, but emotional satisfaction is not a significantly positive effect on pilgrim loyalty.
| 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: | RIKA VERONIKA RAHMATUL AWALIA |
| Date Deposited: | 31 Mar 2020 02:45 |
| Last Modified: | 31 Mar 2020 02:45 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/6602 |
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