Analisis pengaruh perceived sacrifice, perceived value dan customer satisfaction terhadap customer switching pada Zara di Surabaya

Putra, Wijaya Gunarto (2016) Analisis pengaruh perceived sacrifice, perceived value dan customer satisfaction terhadap customer switching pada Zara di Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Tujuan penelitian ini adalah untuk mengetahui apakah terdapat hubungan antara variabel perceived sacrific, perceived value, dan customer satisfaction terhadap customer switching pada ZARA di Surabaya. Pada penelitian melibatkan 100 responden dari berbagai jenis karakteristik yang berbeda. Teknik analisis yang digunakan pada penelitian ini adalah Structrural Equation Model (SEM). Hasil penelitian menunjukan bahwa: (1) Perceived sacrifice berpengaruh negatif dan signifikan terhadap customer satisfaction, (2) Perceived value berpengaruh positif dan signifikan terhadap customer satisfaction, (3) Customer satisfaction berpengaruh negatif dan signifikan terhadap customer switching, dan (4) Perceived value berpengaruh negatif dan signifikan terhadap customer switching.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Perceived Sacrifice, Perceived Value, Customer Satisfaction, Customer Switching
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 3900 not found.
Date Deposited: 16 Feb 2017 03:37
Last Modified: 16 Feb 2017 03:37
URI: http://repository.ukwms.ac.id/id/eprint/10211

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