Effect of Support Services and Relationship Quality On Customer Loyalty and Repurchase Intention On Johnson & Johnson Customers in Surabaya

Ardiansyah, Feddy (2020) Effect of Support Services and Relationship Quality On Customer Loyalty and Repurchase Intention On Johnson & Johnson Customers in Surabaya. Masters thesis, STIE Perbanas Surabaya.

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Abstract

This study aims to analyze the effect of Support Services and Relationship Quality on Customer Loyalty and Repurchase Intention, and to analyze the effect of Customer Loyalty on Repurchase Intention on Johnson & Johnson Surabaya customers.This research is an explanatory research with a causal approach and using survey methods. Research sample of 70 customers of oncology products in Surabaya. The technique used in this study to analyze data is Structural Equation Modeling (SEM) with Smart PLS (Partial Least Square) software. The results of the analysis in this study indicate that Support Servicesand Relationship Qualitydirectly have a significant effect towards Customer Loyalty. The results of the analysis also proved that Support Services, Relationship Quality and Customer Loyalty have a significant effect on Repurchase Intention

Item Type: Thesis (Masters)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.562 - QUALITY CONTROL
Divisions: Magister of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 04 Feb 2021 05:17
Last Modified: 04 Feb 2021 06:43
URI: http://eprints.perbanas.ac.id/id/eprint/7078

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