Pengaruh customer orientation of service employees terhadap customer retention melalui customer satisfaction dan commitment pada Apotek Kimia Farma Raya Darmo Surabaya

Fitry, . (2019) Pengaruh customer orientation of service employees terhadap customer retention melalui customer satisfaction dan commitment pada Apotek Kimia Farma Raya Darmo Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh Customer Orientation Of Service Employess terhadap Customer Retention Melalui Customer Satisfaction dan Commitment Pada Apotek Kimia Farma Raya Darmo Surabaya. Penelitian ini menggunakan metode kuantitatif dan data yang digunakan dalam penelitian ini adalah data primer. Jumlah sampel yang diperoleh dalam penelitian ini sebanyak 150 responden dengan teknik penyampelan nonprobability sampling menggunakan purposive sampling. Teknik analisis yang digunakan adalah analisis SEM dengan bantuan program AMOS 21. Hasil penelitian ini menunjukkan bahwa Customer Orientation of Service Employees berpengaruh signifikan terhadap Customer Satisfaction, Customer Orientation of Service Employees berpengaruh signifikan terhadap Commitment, Customer Satisfaction berpengaruh signifikan terhadap Commitment, Customer Orientation of Service Employees berpengaruh signifikan terhadap Customer Retention, Customer Satisfaction berpengaruh signifikan terhadap Customer Retention, dan Commitment berpengaruh signifikan terhadap Customer Retention.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Customer orientation of service employees, customer satisfaction, commitment, customer retention
Subjects: Business
Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 7045 not found.
Date Deposited: 11 Jul 2019 04:43
Last Modified: 11 Jul 2019 04:43
URI: http://repository.ukwms.ac.id/id/eprint/18833

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