Pengaruh Kualitas Layanan dan Suasana Toko terhadap Kepuasan Konsumen Serta Pengaruh Kepuasan Konsumen terhadap Kepercayaan, dan Word of Mouth, dan Repurchase Intention (Kasus untuk Konsumen Toko Oleh-Oleh di Yogyakarta)

Angelia, Yessi Ria (2016) Pengaruh Kualitas Layanan dan Suasana Toko terhadap Kepuasan Konsumen Serta Pengaruh Kepuasan Konsumen terhadap Kepercayaan, dan Word of Mouth, dan Repurchase Intention (Kasus untuk Konsumen Toko Oleh-Oleh di Yogyakarta). Jurnal thesis, STIE YKPN.

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Abstract

This research examines the influence of service quality (tangibles, reliability, responsiveness, assurance, and empathy) and store atmosphere to customer satisfaction and the influnce of customer satisfaction to repurchase intention, trust, and of mouth on customers of typical snack store in Yogyakarta. Selection of the sample in this study is done by using purposive sampling with one criteria: they have shopped in typical snack store in Yogyakarta. Data was collected using questionnaires and 200 typical snack store customers partcicipated in this study. Data analysis is performed using Structural Equation Modeling (SEM) with a computer program Amos. The results shows that one of service quality’s dimension: tangibles and store atmosphere have positive influence to customer satisfaction. Customer satisfaction also has a positive influence on repurchase intention, trust, and word of mouth.

Item Type: Thesis (Jurnal)
Additional Information: Tesis dapat dibaca di Perpustakaan dengan call number Ria p 321/2016
Uncontrolled Keywords: service quality, dimensions of service quality, customer satisfaction, repurchase intention, trust, word of mouth
Divisions: Program Pasca Sarjana > Jurnal Tesis Magister Manajemen
Depositing User: Pustakawan STIE YKPN
Date Deposited: 04 Jul 2019 02:37
Last Modified: 04 Jul 2019 02:37
URI: http://repository.stieykpn.ac.id/id/eprint/198

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