Pengaruh customer value terhadap customer satisfaction pada Program Studi Manajemen Program Pascasarjana Unika Widya Mandala Surabaya

Bintoro, Andri (2003) Pengaruh customer value terhadap customer satisfaction pada Program Studi Manajemen Program Pascasarjana Unika Widya Mandala Surabaya. Masters thesis, Widya Mandala Catholic University Surabaya.

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Abstract

This study intends to examine the effect of Customer Value covering Environmental, Sensory, Interpersonal, Procedural, Deliverable, Informational and Financial variables on Customer Satisfaction in Magister Management Program Unika Widya Mandala Surabaya. The purpose of this research is to find empirical evidence about Customer Satisfaction. This study hopes to give contribution to Widya Mandala University concerning the increase of Customer Satisfaction of Magister Management students. The data were collected by using questionnaires distributed to 37 Magister Management students located in Unika Widya Mandala Surabaya as a chosen population. The distributed questionnaires were all returned completely and were analyzed using SPSS version 9.0. The sample was selected using Simple Random Sampling. The hypotheses were tested using multiple regression model and partial correlation. The result indicates that variables of Customer Value (Environmental, Sensory, Interpersonal, Procedural, Deliverable, Informational and Financial) simultaneously and partially have a positive significant effect on Customer Satisfaction. So, the hypotheses developed in this study are supported. From the seven independent variables, Financial variable has the strongest effect on Customer Satisfaction of Magister Management student. It is hoped that research in the future will examine other variables that may influence Customer Satisfaction of Magister Management student in Unika Widya Mandala Surabaya

Item Type: Thesis (Masters)
Uncontrolled Keywords: Customer value (environmental, sensory, interpersonal, procedural, deliverable, informational and financial), customer satisfaction
Subjects: Business
Business > Strategic Management
Divisions: Graduate School > Master Program in Management
Depositing User: Sri Kusuma Dewi
Date Deposited: 01 Jun 2015 08:16
Last Modified: 01 Jun 2015 08:16
URI: http://repository.wima.ac.id/id/eprint/2268

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