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Pengaruh Kualitas Layanan terhadap Customer Citizenship Behavior dengan Mediasi Nilai yang Dirasa dan Kepuasan Pelanggan Hanamasa di Surabaya pada Era New Normal

Wafak, Wafak (2021) Pengaruh Kualitas Layanan terhadap Customer Citizenship Behavior dengan Mediasi Nilai yang Dirasa dan Kepuasan Pelanggan Hanamasa di Surabaya pada Era New Normal. Undergraduate thesis, STIE Perbanas Surabaya.

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ARTIKEL ILMIAH.pdf

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COVER.pdf
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BAB I.pdf

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BAB II.pdf

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BAB V.pdf

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Abstract

This study was aims to determine the effect of Service Quality on Customer Citizenship Behavior by mediating the Perceived Value and Customer Satisfaction of Hanamasa Surabaya in New Normal Era. The variables in this study are service quality as the independent variable, customer perceived value and customer satisfaction as a mediating variable and customer citizenship behavior as the dependent variable. The sample of this research is 100 people who transaction Hanamasa in Surabaya customers and data collection is done by distributing questionnaires that distribute google forms to respondents. Samples were analyzed by purposive sampling technique with non probability sampling method. The statistical method used is PLS assisted by WarpPLS 7.0 software. The results of this study showed that the perceived value and customer satisfaction full mediate on the of service quality with CCB. Key words: service quality Customer Citizenship Behavior (CCB), perceived value, satisfaction customer , Hanamasa

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: WAFAK WAFAK
Date Deposited: 23 Apr 2021 07:38
Last Modified: 23 Apr 2021 07:38
URI: http://eprints.perbanas.ac.id/id/eprint/7718

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