Pengaruh loyalty program quality dan personal interaction quality yang di mediasi relationship quality terhadap customer loyalty di Hypermart Royal Plaza Surabaya

Liubun, Irwan (2013) Pengaruh loyalty program quality dan personal interaction quality yang di mediasi relationship quality terhadap customer loyalty di Hypermart Royal Plaza Surabaya. Undergraduate thesis, Widya Mandala Chatolic University.

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Abstract

Perkembangan bisnis ritel yang mulai populer memberikan keuntungan besar pada sektor perekonomian, dikarena banyak kesamaan pada setiap toko ritel sehingga diperlukan perbedaan antar toko. Tujuan dilakukan penelitian ini yaitu untuk mengetahui pengaruh loyalty program quality dan personal interaction quality yang di mediasi relatiomship quality terhadap customer loyalty di Hypermart Royal Plaza Surabaya. Teknik yang digunakan dalam pengambilan sampel pada penelitian ini adalah non-probability sampling. Sedangkan, teknik analisis yang digunakan adalah menggunakan metode Structural Equation Modeling (SEM) dengan program Linear Structural Relation (Lisrel). Hasil penelitian menunjukkan bahwa loyalty program quality dan personal interaction quality berpengaruh terhadap relationship quality, loyalty program quality dan relationship quality berpengaruh terhadap customer loyalty quality.

Item Type: Thesis (Undergraduate)
Department: ["eprint_fieldopt_department_Faculty of Business" not defined]
Uncontrolled Keywords: Loyalty program quality, personal interaction quality, relationship quality, dan customer loyalty
Subjects: Business > Management
Divisions: Faculty of Business > Management Undergraduate Study Program
Depositing User: Operator 2 Student Staff
Date Deposited: 03 Feb 2016 02:36
Last Modified: 03 Feb 2016 02:42
URI: http://repository.ukwms.ac.id/id/eprint/5329

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