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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 Number | Location | Available |
|---|---|---|
| 7215 | PSB lt.2 - Karya Akhir | 1 |
| Penerbit | Depok: Program Studi Manajemen Fakultas Ekonomi Universitas Indonesia 2011 |
|---|---|
| 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 | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |