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Faktor-faktor yang mempengaruhi keinginan konsumen melakukan pembelian ulang ( Studi kasus pada PT Bank Mandiri Tbk. Depok )
This research develops a general service sector model of repurchase intention from the consumer theory literature. A key contribution of the model is the incorporation of customer perceptions of equity and value and customer brand preference into an integrated repurchase intention analysis. The model describes the extent to which customer repurchase intention is influenced by six important factors ? service quality, equity and value, customer satisfaction, expected switching cost and brand preference.The general model is applied to customer of banking industries. The analysis found that although perceived quality does not directly affect customer satisfaction, it does so indirectly via customer equity and value perceptions. The study also found that brand preference is an intervening factor between customer satisfaction and repurchase intention. The main factor influencing brand preference was perceived value with customer satisfaction and expected switching costThis study suggests that organizations need to orientate their strategies towards superior value and equity delivery. To retain customers, management strategies also need to concentrate on, and improving, customer?s perceived fairness and justice of the service..18 Agustus 2005
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| MA 0551 | PSB lt.dasar - Pascasarjana | 1 |
| Penerbit | Depok: Program Pascasarjana Ilmu Manajemen Fakultas Ekonomi Universitas Indonesia 2005 |
|---|---|
| Edisi | - |
| Subjek | Pembelian |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | - |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |