ANALISIS KEPUASAN DAN LOYALITAS KONSUMEN WAFER NISSIN (Studi Pada Konsumen Supermarket di Semarang)

DARMATJAHJANA, IRENE VERONICA (2009) ANALISIS KEPUASAN DAN LOYALITAS KONSUMEN WAFER NISSIN (Studi Pada Konsumen Supermarket di Semarang). Masters thesis, PROGDI MAGISTER SAINS MANAJEMEN UNIKA SOEGIJAPRANATA.

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Abstract

Penelitian dengan judul “Analisis Kepuasan dan Loyalitas Konsumen Wafer Nissin (Studi pada 3 Supermarket di Semarang)” bertujuan untuk menguji hipotesis dan model yang dibangun oleh Fornell et al. Pengujian ini dilakukan untuk mengetahui (1) apakah harapan pelanggan (customer expectation) berpengaruh terhadap kualitas yang dipersepsikan (perceived quality) (2) apakah harapan pelanggan (customer expectation) berpengaruh terhadap nilai yang dipersepsikan (perceived value) (3) apakah harapan pelanggan (customer expectation) berpengaruh terhadap kepuasan pelanggan (overall customer satisfaction) (4) apakah persepsi kualitas (perceived quality) berpengaruh terhadap persepsi nilai pelanggan (perceived value) (5) apakah persepsi kualitas (perceived quality) berpengaruh terhadap kepuasan pelanggan (overall customer

Item Type:	Thesis (Masters)
Subjects:	700 Arts and Recreation > 720 Architecture > 725 Public structures > Recreation facilities
Divisions:	Graduate Program in Management
Depositing User:	Mrs. Frederika Kristin
Date Deposited:	19 Oct 2015 01:54
Last Modified:	19 Oct 2015 01:54
URI:	http://repository.unika.ac.id/id/eprint/4294

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