Pengaruh trust dan communication terhadap customer satisfaction melalui cognitive dissonance pada Lotte Mart Marvell City Surabaya

Prasetya, Andrew (2017) Pengaruh trust dan communication terhadap customer satisfaction melalui cognitive dissonance pada Lotte Mart Marvell City Surabaya. Undergraduate thesis, Widya Mandala Catholic University Surabaya.

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Abstract

Penelitian ini bertujuan untuk mengeatahui pengaruh trust, communication terhadap customer satisfaction melalui cognitive dissonance. Penelitian ini menggunakan teknik analisis Structural Equation Modeling (SEM). Obyek dari penelitian ini adalah konsumen dari Lotte Mart Marvell City Surabaya, dengan jumlah sampel sebanyak 170 responden. Hasil Penelitian ini menjelaskan : (1) trust berpengaruh positif terhadap cognitive dissonance, (2) communication berpengaruh postitf terhadap cognitive dissonance, (3) cognitive dissonance berpengaruh positif terhadap customer satisfaction, (4) trust berpengaruh positif terhadap words of mouth.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Trust, communication, cognitive dissonance, customer satisfaction
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Users 3951 not found.
Date Deposited: 07 Feb 2017 02:01
Last Modified: 07 Feb 2017 02:01
URI: http://repository.ukwms.ac.id/id/eprint/9881

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