Image of Analisis pengaruh kualitas jasa terhadap loyalty to salesperson dan loyalty to company : studi kasus pada Pasaraya Manggarai

Text

Analisis pengaruh kualitas jasa terhadap loyalty to salesperson dan loyalty to company : studi kasus pada Pasaraya Manggarai

This thesis examines the effect of five service quality dimensions (e.g. reliability, responsiveness, assurance, empathy, and tangibles) on consumer loyalty, on two levels of retail relationships: loyalty to sales person and loyalty to company. A total of 100 surveys were conducted on shoppers who were within the area of Pasaraya Manggarai department store, Jakarta. The data collected was analyzed using multiple regression analysis and the results showed that service quality can affect both loyalty to sales person and loyalty to company. Specifically, only empathy and tangibles dimension affect loyalty to salesperson significantly and the only dimension which has a significant effect on loyalty to company is tangibles. Further discussions and managerial implications can be derived from these results.Ada tabel

Ketersediaan

Call NumberLocationAvailable
6661PSB lt.2 - Karya Akhir1
Penerbit Depok Departemen Manajemen, Fakultas Ekonomi Universitas Indonesia.,
Edisi -
Subjek Retailing
Consumer loyalty
Service quality
Departement stores
ISBN/ISSN -
Klasifikasi -
Deskripsi Fisik xi, 81 p. , 6 p. : diagr. : 30 cm & lamp
Info Detail Spesifik -
Other Version/Related Tidak tersedia versi lain
Lampiran Berkas Tidak Ada Data