Aji, Bambang Seno (2021) Pengaruh Word Of Mouth, Kualitas Pelayanan, dan Retensi Pelanggan terhadap Kepercayaan Pelanggan Gerai Indomaret di Surabaya. Undergraduate thesis, STIE Perbanas Surabaya.
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Abstract
This study aims to determine: (1) the effect of Word OF Mouth on Customer Trust; (2) the effect of Customer Retention on Customer Confidence; (3) the influence of Service Quality on Customer Trust. This type of research is a purposive sampling technique with a quantitative approach. In this study, there were 206 respondents who had made purchases at Indomaret Surabaya. The sampling technique used was SEM-PLS with data collection methods using a questionnaire through Google Form. The analysis used is descriptive analysis and SMART-PLS which consists of (Evaluation Outer Model) namely Convergent Validity Test, Discriminant Validity Test, Ave Test, Composite Reliability Test andTest Cronbach Alpha and (Evaluation Inner Model) namely R-Squere Value and Results. Bootstrapping. The results of this study are (1) Word Of Mouth has a significant positive effect on Customer Trust; (2) Customer Retention has a significant positive effect on Customer Trust, and (3) Service Quality has a significant positive effect on Customer Trust. Keywords:Word Of Mouth,Customer Retention, Service Quality, and Customer Trust.
| 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: | BAMBANG SENOAJI |
| Date Deposited: | 21 Jun 2021 04:09 |
| Last Modified: | 21 Jun 2021 04:09 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/7914 |
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