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

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

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COVER.pdf
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BAB I.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 KFC di Surabaya Pada Era New Normal. 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 KFC Surabaya customers and data collection is done by distributing questionnaires that distribute google forms to respondents. Samples were analyzed by judgment 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: Customer Citizenship Behavior (CCB); Perceived Value; Customer Satisfaction Service Quality; KFC

Item Type: Thesis (Undergraduate)
Subjects: 600 - TECHNOLOGY > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING
Divisions: Bachelor of Management
Depositing User: MELDA RAHMAN
Date Deposited: 28 Apr 2021 07:22
Last Modified: 28 Apr 2021 07:22
URI: http://eprints.perbanas.ac.id/id/eprint/7719

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