Pengaruh satisfaction, trust dan commitment terhadap customer loyalty pada produk private label Nevada Matahari Departement Store di Surabaya

Pakanan, Cindya Natasya (2017) Pengaruh satisfaction, trust dan commitment terhadap customer loyalty pada produk private label Nevada Matahari Departement Store di Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh satisfaction, trust dan commitment terhadap customer loyalty pada private label Nevada di Matahari Department Store Tunjungan Plaza Surabaya. Penelitian ini merupakan penelitian hipotesis yang disertai pengujian statistik. Variabel penelitian meliputi 3 variabel eksogen yang terdiri dari Satisfaction, Trust dan Commitment, serta terdapat 1 variabel endogen yaitu Customer Loyalty. Jumlah sampel penelitian sebanyak 200 sampel. Teknik analisis data menggunakan structural equation modeling (SEM). Hasil penelitian ini menunjukkan bahwa terdapat pengaruh positif antara satisfaction terhadap trust, trust terhadap commitment, satisfaction terhadap customer loyalty, trust terhadap customer loyalty, serta hasil penelitian ini juga menunjukkan commitment berpengaruh positif terhadap customer loyalty.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Private label, satisfaction, trust, commitment, customer loyalty.
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Cindya Natasya P.
Date Deposited: 13 Feb 2017 02:55
Last Modified: 13 Feb 2017 02:55
URI: http://repository.ukwms.ac.id/id/eprint/10114

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