Pengaruh sosial support terhadap citizenship behavior dan customer satisfaction sebagai variabel intervening di Hypermart Lippo Plaza Sidoarjo

Purnama, Rosalia (2018) Pengaruh sosial support terhadap citizenship behavior dan customer satisfaction sebagai variabel intervening di Hypermart Lippo Plaza Sidoarjo. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Tujuan penelitian ini adalah menjelaskan pengaruh Informational Support dan Emotional Support terhadap kepuasan, pengaruh kepuasan pengunjung terhadap Customer Citizenship Behavior, dan menjelaskan kemampuan kepuasan sebagai variabel intervening atas pengaruh Informational Support dan Emotional Support terhadap Customer Citizenship Behavior di Hypermart Lippo Plaza Sidoarjo. Desain penelitian ini adalah penelitian kausal. Variabel penelitian adalah: Informational Support (X1), Emotional Support (X2), Customer Satisfaction (Y1), dan Recommendation (Y2). Metode pengumpulan data menggunakan kuesioner. Jumlah sampel penelitian sebanyak 160 sampel. Teknik analisis data menggunakan analisis structural equation model dengan program lisrel. Temuan hasil penelitian ini menunjukkan bahwa Informational Support berpengaruh terhadap Customer Satisfaction. Emotional Support berpengaruh terhadap Customer Satisfaction. Customer Satisfaction berpengaruh terhadap Recommendation. Customer satisfaction memediasi pengaruh Informational Support dan Emotional Support terhadap Recommendation

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Social support, citizenship behavior, customer satisfaction
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Rosalia Purnama
Date Deposited: 27 Aug 2018 06:33
Last Modified: 27 Aug 2018 06:33
URI: http://repository.wima.ac.id/id/eprint/16080

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