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Pengaruh Kepuasan pelanggan, Kualitas Pelayanan, Kepercayaan Pelanggan Terhadap Kesetiaan Palanggan dan Dampaknya Terhadap Word Of Mouth

Kurnisafitri, Alif (2020) Pengaruh Kepuasan pelanggan, Kualitas Pelayanan, Kepercayaan Pelanggan Terhadap Kesetiaan Palanggan dan Dampaknya Terhadap Word Of Mouth. Undergraduate thesis, STIE Perbanas Surabaya.

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ARTIKEL ILMIAH.pdf

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COVER.pdf

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Abstract

This study aims to discuss the effect of customer satisfaction, service quality, customer trust in customer loyalty and its impact on word of mouth at McDonalds. The research locations in Sidoarjo regency in the north are McDonalds Juanda, McDonalds Puri and McDonalds Waru. The sample used was 108 respondents through the distribution of questionnaires in the form of google. The data analysis technique used in this study is Structual Equation Modeling (SEM) with the tool Warp PLS 6.0. The results showed that customer satisfaction (H1) and customer trust (H3) had a significant positive effect on customer loyalty. While the quality of service (H2) has no significant effect on customer loyalty. Customer loyalty has positive significant effect on word of mouth.

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: ALIF KURNISAFITRI
Date Deposited: 15 Aug 2020 08:47
Last Modified: 15 Aug 2020 08:47
URI: http://eprints.perbanas.ac.id/id/eprint/6899

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