Pengaruh Kualitas Inti, Kualitas Hubungan, Risiko yang Dipersepsikan, dan Harapan Konsumen pada Loyalitas Pelanggan dan Komplain Pelanggan pada Salon Kecantikan Natasha yang ada di Yogyakarta

Manoppo, Yosua Pontolumiu (2007) Pengaruh Kualitas Inti, Kualitas Hubungan, Risiko yang Dipersepsikan, dan Harapan Konsumen pada Loyalitas Pelanggan dan Komplain Pelanggan pada Salon Kecantikan Natasha yang ada di Yogyakarta. Jurnal thesis, STIE YKPN.

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Abstract

The purpose of this research is to examine the model that describes the effect of core quality, relational quality, perceived risk, consumer expectation, that are mediated by perceived value and customer satisfaction to consumer compliant and customer loyalty. The result of this study shows that customer satisfaction is effected by core quality, relational quality, perceived risk, and customer expectation. This result is expected to become one of information resource for management of Natasha skin care to determine policies that are related to the effort to increase their service quality.

Item Type: Thesis (Jurnal)
Additional Information: Tesis dapat dibaca di Perpustakaan dengan call number MAN p 117/2007
Uncontrolled Keywords: core quality, relational quality, perceived risk, customer expectation, perceived value, customer satisfaction, consumer complaint, customer loyalty
Divisions: Program Pasca Sarjana > Jurnal Tesis Magister Manajemen
Depositing User: Pustakawan STIE YKPN
Date Deposited: 31 Jul 2019 09:09
Last Modified: 31 Jul 2019 09:09
URI: http://repository.stieykpn.ac.id/id/eprint/475

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