Putri, Marvina Talidah (2022) Analisis Pengaruh Service Recovery Efforts, Attribution, Satisfaction, Perceived Value Dengan Pelayanan Brand H&M Di Surabaya Terhadap Dampak Word of Mouth. Undergraduate thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
The purpose of this study was to analyze the effect of Service Recovery Efforts, Attribution, Satisfaction, Perceived Value with H&M Brand Services in Surabaya on the Impact of Word of Mouth. The sample in this study were consumers of H&M, especially in the city of Surabaya and collected as many as 116 respondents which were in accordance with the characteristics of this study. The data collection method in this study was carried out by distributing online questionnaires via google form. The data analysis technique in this study used WarPLS 7.0. The results of the analysis in this study found that Service Recovery Efforts had a significant effect on Word of Mouth, Attribution had a significant effect on Word of Mouth, Satisfaction had a significant effect on Word of Mouth, and Perceived Value had a significant effect on Word of Mouth. Keywords: Word of Mouth, Service Recovery Efforts, Attribution, Satisfaction, Perceived Value
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.81 - SALES MANAGEMENT |
| Divisions: | Bachelor of Management |
| Depositing User: | MARVINA TALIDAH PUTRI |
| Date Deposited: | 12 Jul 2022 04:32 |
| Last Modified: | 12 Jul 2022 04:32 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/9404 |
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