Pengaruh Relationship Benefits terhadap Word of Mouth Melalui Service Relationship Quality

PRAYOGO, RONY NEHEMIA (2012) Pengaruh Relationship Benefits terhadap Word of Mouth Melalui Service Relationship Quality. [Undergraduate thesis]

[img]
Preview
PDF
M_5101_Abstrak.pdf

Download (63Kb) | Preview
Official URL: http://digilib.ubaya.ac.id/pustaka.php/227724

Abstract

Penelitian ini bertujuan untuk menguji adanya pengaruh secara signifikan atau tidak signifikan Confidence Benefits terhadap Functional Quality, Confidence Benefits terhadap Technical Quality, Confidence Benefits terhadap Relationship Quality, Special Treatment Benefits terhadap Functional Quality, Special Treatment Benefits terhadap Technical Quality, Special Treatment Benefits terhadap Relationship Quality, Social Benefits terhadap Functional Quality, Social Benefits terhadap Technical Quality, Social Benefits terhadap Relationship Quality, Functional Quality terhadap Word of Mouth, Technical Quality terhadap Word of Mouth,Relationship Quality terhadap Word Of Mouth pada AUTO2000 di Surabaya. Penelitian ini menggunakan Structural Equation Modeling (SEM) LISREL yaitu sekumpulan teknik-teknik statistikal yang memungkinkan pengujian sebuah rangkaian hubungan relatif murni “rumit” secara simultan yang terdiri dari Measurement Model dan Structural Model. Dengan Measurement Model akan dilihat kevalidan data yang telah dibuat sedangkan Structural Model akan dilihat besarnya pengaruh dari tiap-tiap variabel yang diteliti dan kelayakan model yang digunakan dalam penelitian ini. Jumlah sampel dalam penelitian ini adalah 150 responden. Hasil penelitian ini menunjukkan adanya pengaruh Confidence Benefits terhadap Functional Quality, Confidence Benefits terhadap Technical Quality, Confidence Benefits terhadap Relationship Quality, Special Treatment Benefits terhadap Functional Quality, Special Treatment Benefits terhadap Technical Quality, Social Benefits terhadap Functional Quality pada AUTO2000 di Surabaya. Sedangkan pengaruh Special Treatment Benefits terhadap Relationship Quality, Social Benefits terhadap Technical Quality, Social Benefits terhadap Relationship Quality, Functional Quality terhadap Word of Mouth, Technical Quality terhadap Word of Mouth, Relationship Quality terhadap Word Of Mouth ditolak.

Item Type: Undergraduate thesis
Uncontrolled Keywords: confidence benefits, special treatment benefits, social benefits, functional quality, technical quality, relationship quality, word of mouth.
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Faculty of Business and Economic > Department of Management
Depositing User: Moch. Ali Syamsudin 197011
Date Deposited: 11 May 2014 00:08
Last Modified: 11 May 2014 00:08
URI: http://repository.ubaya.ac.id/id/eprint/13758

Actions (login required)

View Item View Item