Image of Analisis faktor-faktor yang mempengaruhi customer satisfaction dan customer loyality pada layanan mobile instant mesages di Indonesia studi kasus : pengguna layanan Blackberry Messenger di Indonesia

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Analisis faktor-faktor yang mempengaruhi customer satisfaction dan customer loyality pada layanan mobile instant mesages di Indonesia studi kasus : pengguna layanan Blackberry Messenger di Indonesia

This thesis analyzes the factors that affect customer satisfaction and customer loyalty of mobile instant messages with a case study Blackberry Messenger users in Indonesia. Structural Equation Modeling with LISREL 8.8 program has been used to process the data. The results of this study indicate that factors that affect customer loyalty are customer satisfaction and switching costs. Meanwhile, the factors that affect customer satisfaction are the functional value, emotional value and monetary value.Ada tabel

Ketersediaan

Call NumberLocationAvailable
7215PSB lt.2 - Karya Akhir1
Penerbit Depok Program Studi Manajemen Fakultas Ekonomi Universitas Indonesia.,
Edisi -
Subjek Consumer satisfaction
Structural equation modeling
Consumer loyalty
Service quality
Switching Cost
Handphone
ISBN/ISSN -
Klasifikasi -
Deskripsi Fisik xv, 123 p. : diagr ; 30 cm
Info Detail Spesifik -
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